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.
