Onsite Call Center Quality Manager

Qualfon • Casselberry, FL

1d • Onsite

About The Position

Qualfon is seeking a call center Quality Manager to support our facility in Casselberry. This position will require onsite presence.

Requirements

• Certified 6Sigma Green Belt (optional upon hire but preferred)
• QA Tools and processes
• Data Analytics
• Initiatives driving customer experience
• At least 2 years work experience in the field of QA function in a BPO space while in a supervisory or management role
• At least 1-2 years work experience in a BPO environment directly interacting and presenting actions and reports to clients

Responsibilities

• Performance Management - Responsible for the success of the program being supported on a performance standpoint through quality insights delivery. Ensure all quality initiatives support the delivery of an excellent customer experience relevant and appropriate to the program's customers and enable optimal operational and business performance.
• Stakeholder Relationship - Maintains relationship with external stakeholders. Presents QA strategies, scores, deep dive analysis on client touch base calls, business reviews and calibration calls; Leads internal stakeholder performance touch base including reporting of trends of performance and recommendations to help improve score card goals
• Data Management - Responsible in maintaining and reporting data that is factual and unbiased. Providing consistent and uncompromised information, reports, and data. Creates analysis and reports on agent QA performance trends, risks and observed behaviors per team, site and LOB
• Team Management - Develop and train QA Supervisors’/Specialists including weekly coaching and all administrative duties; Responsible in handling and resolving roadblocks for the team at large; First approver for hiring and managing ratios within scope. Allocates resources across program/s scope to ensure maximization of productivity, increasing the team’s capability and efficiency in analyzing customers’ reporting needs. Mentor and guide QAs in programs that he/she leads. Facilitates weekly QA performance and personal development coaching. Handles payroll and all administrative duties including required technical tools for QA, shift schedules, rest day
• Governance - Ensure team adherence on company guidelines and client expectations. Handle and coordinate escalations for resolution on non-adherence and other red flags. Ensures completion and compliance on QA deliverables required on a weekly basis. Ensure accuracy of scoring quality across QAs – cross check evaluations per QA per LOB per week. Maintain database of all reports and processes handled by the team to facilitate efficient tracking of the program’s historical data. Leads calibration sessions internally and externally with the client for ALL programs in scope
• Culture/Mission Leader - Drive culture of compliance, collaboration and organic growth across groups handled.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees