Quality Assurance Manager
hace 4 semanas
We are seeking a highly motivated and experienced Quality Assurance Manager to oversee and enhance the quality performance of our call center operations. The ideal candidate has extensive experience in call centers, a strong understanding of performance metrics, and a proven ability to lead teams toward continuous improvement.
Key Responsibilities:- Develop and Implement QA Programs: Design and maintain a comprehensive quality assurance program to monitor and assess the quality of customer interactions (calls, emails, chat).
- Monitor Performance: Evaluate customer service representatives' (CSR) performance by auditing interactions to ensure compliance with company policies, industry standards, and customer satisfaction goals.
- Create and Analyze Reports: Regularly produce detailed QA reports with actionable insights, presenting findings to senior management and stakeholders to drive operational improvements.
- Provide Feedback and Coaching: Work closely with team leaders and supervisors to provide constructive feedback and coaching to call center staff, aiming to improve performance and service delivery.
- Identify Training Needs: Collaborate with the training department to identify gaps in CSR performance and develop targeted training programs to address these needs.
- Develop QA Standards: Establish, review, and update quality assurance standards and best practices to align with organizational goals, customer expectations, and compliance regulations.
- Root Cause Analysis: Conduct root cause analysis on recurring quality issues and implement corrective actions to prevent future occurrences.
- Collaborate with Management: Partner with call center leadership to set performance targets, monitor KPIs, and recommend process improvements for operational efficiency.
- Ensure Compliance: Ensure adherence to industry regulations and standards (e.g., PCI-DSS, GDPR) and company-specific guidelines for customer interactions.
- Continuous Improvement: Lead initiatives to improve quality assurance processes, reduce errors, and enhance overall customer experience.
- Customer Feedback Integration: Work with the customer insights team to integrate customer feedback into quality improvement strategies.
- Team Leadership: Lead and mentor a team of quality assurance specialists, ensuring alignment with the overall quality vision of the call center.
- 3+ years of customer service experience analyzing and solving customer problems
- 2+ years of experience as a supervisor
- Proficiency with Windows PC applications: Microsoft Word (create and edit documents), Microsoft Excel (create, sort, and edit data in spreadsheets), Microsoft Outlook (email and calendar management)
- Bilingual Spanish/English
Full-time
Pay:From $1,800.00 per month
Experience:ISO 9001: 1 year (Required)
Location:Puerto Rico (Required)
Work Location:Remote
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