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)
SUMMARY
Responsible for servicing incoming client calls, answering client questions, and resolving account issues through extraordinary customer service. Candidates must be organized, detailed-orientated and demonstrate the ability to work in a fast-paced environment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Equal Opportunity Employer/Veterans/Disabled