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Contact Center Quality Manager jobs in Kentucky

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)

Recently Added Contact Center Quality Manager jobs

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Customer Contact Center Manager
  • Quarterhill Inc.
  • Louisville, KY FULL_TIME
  • Under the supervision of the Operations Manager, the Customer Contact Center Manager (CCC Manager) will actively maintain successful relationships with customers – focusing on providing the best customer service.The CCC Manager sets a positive tone and environment in the Customer Contact Center and ensures that high service levels are maintained and exceeded. The CCC Manager will work with customer service representative supervisors and other leaders, to provide an escalation point for quick resolution, ensuring adherence to Standard Operating Procedures, and maintains a healthy work environment for all employees.

    • Leadership
      • Working with the team leads and training manager to ensure the appropriate training, mentorship, and development of the customer service team to ensure professional growth and exceptional service delivery.
      • Foster a collaborative and supportive team culture.
    • Service Quality
      • Ensure high service levels are maintained at all times.
      • Monitor and evaluate customer service performance metrics.
      • Ensure the delivery of prompt, well-informed, accurate, and professionally executed responses to customer inquiries.
      • Implement improvements to enhance the customer experience.
    • Operational Management
      • Provide guidance to the customer service representative team leads/supervisors and other teams.
      • Provide an escalation point for quick resolution of customer issues.
      • Ensure adherence to Standard Operating Procedures (SOPs).
      • Maintain a healthy and productive work environment for all employees.
    • Policy and Process Management
      • Assist in the maintenance, development and implementation of appropriate policies and procedures.
      • Other duties as assigned.
    This list of responsibilities might not cover everything you'll end up doing.

    Education and Experience

    • Business Degree
    • 5 years of call center experience
    • 3 years of leadership experience
    • A combination of education and experience will be considered.
    • Proficiency in customer service software and tools.
    • Proficiency in Microsoft Office products.


    Required Skills/Abilities

    • Strong leadership and team management skills.
    • Excellent interpersonal, communication, and telephone etiquette skills.
    • Ability to multi-task and work independently under high pressure, deadlines, and goals.
    • Strong problem-solving skills and attention to detail.


    We offer a Total Rewards plan designed with you and your family’s health and wellness in mind that includes

    • Paid days off (i.e. vacation, sick days, bereavement leave)
    • Health and Dental plans
    • Retirement plans
    • Employee and Family Assistance Program (EFAP)
    • Employee referral program


    We welcome applicants from all backgrounds, regardless of race, color, religion, sex, veteran status, sexual orientation, gender identity, national origin, age, or disability or any other protected characteristics in accordance with applicable federal, state/provincial, and local laws. We're committed to creating a workplace where everyone feels valued and respected.

    We appreciate all responses and will acknowledge only those being considered for an interview.

    We respectfully request no calls or unsolicited resumes from Agencies.
  • 3 Days Ago
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Contact Center/ Call Center Manager
  • Stor All Self Storage
  • Lexington, KY FULL_TIME
  • Job Summary:We are seeking a highly motivated and experienced Contact Center/Call Center Manager to join our team. The Contact Center/Call Center Manager will be responsible for leading and managing o...
  • 2 Days Ago
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D
Contact Center Rep
  • Driven Brands Shared Services LLC
  • Remote, KY FULL_TIME
  • Company:Auto Glass Now Auto Glass Now offers fast, friendly, and convenient auto glass services. As the second largest auto glass repairer in America, our outstanding team works hard to deliver except...
  • 2 Days Ago
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Supervisor contact center
  • GDIT
  • Barbourville, KY FULL_TIME
  • Job Description : General Dynamics Information Technology is providing critical support for citizens in our communities. We have opportunities for Customer Service Supervisors to support a team of con...
  • 4 Days Ago
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J
Contact Center Representative
  • Jackson Hewitt - 3170
  • Calvert, KY PART_TIME
  • At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
  • 7 Days Ago
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R
Contact Center Rep
  • Republic Bank & Trust Co
  • Louisville, KY FULL_TIME
  • “Republic Bank believes in the development and advancement of our associates. We offer the opportunity to learn all aspects of the company to prepare for future advancement. Come join our team for a c...
  • 9 Days Ago
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Contact Center Quality Manager jobs at Popular Companies

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Contact Center Operations Manager
  • VBeyond Corporation
  • Jersey City, NJ
  • Title: Customer Experience Contact Center Strategy and Operations Manager Location: Jersey City, NJ Experience in Financ...
  • 6/10/2024 12:00:00 AM
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V
Contact Center Manager
  • Vanguard
  • Wayne, PA
  • As a Workplace Contact Center Engineering Manager, you will lead a team of engineers dedicated to designing, implementin...
  • 6/10/2024 12:00:00 AM
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E
Contact Center Manager (Call Center Manager)
  • Educational Federal Credit Union
  • Miami, FL
  • Job Summary: The Member Contact Center Manager is responsible for the leadership of the Credit Union's Member Contact Ce...
  • 6/9/2024 12:00:00 AM
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Contact Center Manager
  • SEB Professional North America
  • Irvine, CA
  • Who Are We? Our passion for coffee makes SEB Professional North America a growing company! We are in the professional co...
  • 6/8/2024 12:00:00 AM
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I
Contact Center Operations Manager
  • IGT Solutions
  • San Antonio, TX
  • Position: Operations Manager Location: San Antonio, Texas Job Responsibility: IGT Solutions is looking for a Operations ...
  • 6/7/2024 12:00:00 AM
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I
Contact Center Operations Manager
  • IGT Solutions
  • Philadelphia, PA
  • Position: Operations Manager Location: Philadelphia, PA Job Responsibility: IGT Solutions is looking for a Operations Ma...
  • 6/7/2024 12:00:00 AM
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E
Contact Center Manager (Call Center Manager) - On-site
  • Educational Federal Credit Union
  • Miami, FL
  • Job Description Job Description Job Summary: The Member Contact Center Manager is responsible for the leadership of the ...
  • 6/7/2024 12:00:00 AM
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I
Contact Center Operations Manager
  • IGT Solutions
  • Jacksonville, FL
  • Position: Operations Manager Location: Jacksonville, Florida Job Responsibility: IGT Solutions is looking for a Operatio...
  • 6/7/2024 12:00:00 AM
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About Kentucky

Kentucky (/kənˈtʌki/ (listen) kən-TUK-ee), officially the Commonwealth of Kentucky, is a state located in the east south-central region of the United States. Although styled as the "State of Kentucky" in the law creating it, (because in Kentucky's first constitution, the name state was used) Kentucky is one of four U.S. states constituted as a commonwealth (the others being Virginia, Pennsylvania, and Massachusetts). Originally a part of Virginia, in 1792 Kentucky became the 15th state to join the Union. Kentucky is the 37th most extensive and the 26th most populous of the 50 United States. Ke...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$69,298 to $104,358

Most Popular Cities in Kentucky for Contact Center Quality Manager Jobs

What does a Contact Center Quality Manager do?

Contact Center Quality Manager in Pierre, SD
This includes the day-to-day supervision of non-exempt team members in a high quality/high productivity environment.
January 08, 2020
Contact Center Quality Manager in Champaign, IL
Gain a holistic view of quality - Enjoy powerful, at-the-ready quality dashboards to see team and individual progress in real time.
January 17, 2020
Contact Center Quality Manager in Fargo, ND
Contrary to popular thought, quality control and quality assurance are not one in the same.
January 28, 2020