Chief Specialist Contact Center Quality

• 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