Experience: 4 - 6 Years
Shift Time: 5:30 pm- 2:30 am
No of Positions: 1
The Call Center Quality Manager will work with call center management to ensure that all telephone agents offer consistently outstanding service in all customer interactions through monitoring and coaching. It is required that the QA Manages, plans, coordinates, and directs quality assurance activities designed to promote continuous service. Design and implement policies and procedures to ensure that quality standards are met. Oversee Quality Assurance for a B2B Sales & CS operation: Manage a team of cross functional Quality Analysts to meet the needs of each program. Responsible for driving results, creating reports, managing and enhancing tools to measure and encourage better quality.
Duties and Responsibilities:
Develops, implements, and maintains voice, email & live-chat quality assurance activities.
Manage the operation of the organization's total quality management (TQM) program.
Identify the interface of key activities within and between the functions of the organization.
Manage the coordination of activities of a section or department with responsibility for results, including sales results and customer satisfaction, heading a team of Quality Analysts.
Select, develop, and evaluate personnel to ensure the efficient operation of the Quality function.
Work on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
Assess performance; make recommendations affecting the employment status of others.
Work closely with the sales team to improve overall compliance, customer satisfaction and sales results.
Self-starter and shows initiative to drive improvements and best practices.
Impeccable communication skills suited for international calling.
Eye for detail, strong Quality Management and Performance Enhancement concepts and strategies
Leadership Skills - the ability to deal with challenging situations/persons.
Motivated, goal oriented, persistent and a skilled negotiator.
6-Sigma or COPC certification preferred.
Call Center Quality Management experience as a leader of a team of Quality Analysts.
Strong exposure and knowledge of international contact center operations – Voice/Email/Live Chat
Technical competence (understand software, hardware, networks, etc).
Exposure to a B2B sales environment preferred.
Person from Sales Background Preferred
The Quality Lead will act in a professional manner at all times while in the office. While sales professionals have strong personalities, and the camaraderie among the staff is very close, it is necessary for the Quality Lead to remain professional and not partake in crude banter or tell lewd, inappropriate jokes.