- Oversees contact center quality of the work in-line with quality and performance standards & Knowledge management program
- Establishes standards governing customer interactions and implements monitoring programs.
- Designs training programs & process enhancements that correct quality issues.
- Supervises and monitoring vendor activities in quality assurance & Knowledge management program
- Ensures individual and team standards for quality service center are achieved and initiates improvement actions when necessary.
- Conducts monthly performance review sessions with each site QA Team Member
- Works collaboratively with all Contact center Operations leads, and representatives from the training lead to ensure consistency in quality service requirements.
- Conducts process and product audits to confirm compliance with company policies.
- Conduct quality assurance on Contact Center calls and ensure compliance to set quality standards
- Participates in special projects as required.
- Analyzes performance trends and takes proactive steps to prevent service shortcomings.
- Monitors and reports program performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified.
Requirements
Bachelors Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.
Bachelor's Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.