Description

• Manages multiple projects
• Supervises QA Analyst and leads
• Understanding of budgeting and staffing
• Manages quality improvement processes
• Understands call center trends and reporting
• Strategic and visionary in approach to issues; innovative problem solving skills
• Working knowledge of company financial objectives
• Customer service driven
• Ability to build strong client/customer/staff relationships
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Primary point of contact relative to QA processes, tools and staff.
• Develops and ensures daily execution of QA processes and support to the QA Sup/Leads for each site/program.
• Provides data intelligence relative to team-wide behavior opportunities. Leads QA improvement initiatives in conjunction with operations, training and acct management
• Performs other related duties and assignments as required and as assigned

Qualifications

• Three (3) to Five (5) years call center management experience preferred
• Excellent oral and written communication skills
• Strong Match and Analytical Skills
• Monitoring Productivity Management
o QC Tools Know-How
o Root Cause Analysis
o Metric Correlation Analysis
o CSAT Deep Dive Analysis
o Pareto Diagrams
o Cause & Effect Diagrams
o Histograms
o Check Sheets
o Graphs
o Control Chart
o Scatter Diagram