Quality Assurance Manager

Version 1

    Job description



    We are looking for a reliable Quality Assurance Manager Experienced with CallMiner Speech Analytics. Quality Manager’s primary focus is to ensure that all internal quality requirements on every customer interaction. The ideal candidate is a reliable and competent professional whose approval will be necessary for the continuation of a Voice of the Customer Cycle.


    Essential Duties and Responsibilities include the following. Other duties may be assigned/changed to meet business needs.


    Develop, facilitate and coordinate on-the-job quality training and orientation meetings for newly hired employees

    Planning continuous education of quality and personal development sessions for employees by collaborating with managers on which topics employees need improvement on

    Create quality assurance policies and procedures

    Design call monitoring formats and quality standards used to identify emerging trends

    Quality monitoring of agent population compiling and tracking performances at team and individual levels

    Facilitate proactive solutions by collecting and analyzing quality data using CallMiner Speech Analytics Tool

    Possess a comprehensive understanding of creating Sintax and CTQ components

    Provide actionable data to the various internal support groups in the form of up job aids and make recommendations to the training department

    Create and arrange quality initiatives visual aids after first determining the best tool for operations to coach on a particular subject across all channels

    Coordinate and facilitate call calibration sessions and measure variance amongst teams

    Conduct formal staff meetings with team weekly

    Analyzes call type trends identifying key areas of opportunities and communicates effectively across multiple lines of business

    Ensure initiatives are developed aimed at meeting and exceeding sales conversion and customer service


    Job Requirements/Qualifications


    5 years’ experience in high volume/fast paced contact center both sales and customer service

    Proven experience as a quality assurance manager or relevant role

    Thorough knowledge of methodologies of quality assurance and standards

    Excellent numerical skills and understanding of data analysis/statistical methods

    Outstanding communication skills

    Great attention to detail and a results driven approach

    Minimum 5 years as a Quality Manager leading a quality department

    Minimum 3-5 years working as QA

    Excellent written, verbal and presentation skills

    Demonstrated ability to build and maintain good working relationships with colleagues

    Attention to detail and ability to multi-task

    Excellent knowledge around SLAs, KPIs from service level and sales perspective

    Strong knowledge of Microsoft application

    Bachelor’s Degree

    Fluent in Spanish a plus

    Desired experience coaching and calibrating agent calls using QA software (Call Miner)

    Preferred working knowledge and use of MS Dynamics CRM