Supervisor, Quality Assurance - Call Center

What you get to do:

As the Quality Assurance and Compliance Supervisor, you’ll take on a variety of responsibilities to ensure the Contact Center is always operating at optimum quality standards. You will:

• Maintain close working relationships with other department managers and supervisory personnel to meet and maintain service quality, identify, solve and prevent problems affecting service quality, maximize productivity, and comply with performance requirements
• Be responsible for ensuring timely and effective implementation of all Contact Center’s policies, procedures, and activities involved in assuring the quality of customer service and compliance to all SEA standards
• Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
• Mentor and coach representatives and Leaders by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
• Provide program and agent performance reporting, including statistical analysis and reporting.
• Perform other duties as assigned
• Able to conduct virtual, as well as on-site training, which involves travel to our BPO providers’ locations
• Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
• Ensure that all QA Representatives are meeting statistical targets and provides action plans for those that fall below expectations.
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
• Maintain proper documentation of call performance and associated corrective measures as applicable.
• Lead calibration sessions and breakout training sessions as needed. Support new hire and on-going QA training initiatives as needed.
• Coordinate issue resolution for all levels of escalated issues.
• Maintain Contact Center reporting of QA scores and trending.
• Responsible for managing all outsourced partner’s teams and activities
• Monitor and evaluate QA Rep performance for consistency in adherence to Contact Center guidelines and provide direct feedback to representatives regarding strengths and weaknesses.
• Stay up to date on new products, procedures and marketing initiatives.

What it takes to succeed:

• Must have excellent written and verbal communication skills with an attention to detail and ability to adapt communication style to various audiences
• Must be willing and able to travel nationally/internationally to BPO locations as needed
• Must have proficiency in Microsoft Office Suite and technical ability to learn customized in-house systems
• 4 + years of experience in Quality Assurance area and/or with SEA
• Must be able to be comfortable speaking in public and be engaging and dynamic during presentations
• Must be able to provide coaching and feedback to team and/or Leadership
• High school diploma or equivalent
• Exceptional organizational and analytical skills and ability to multi-task and adapt to changes in a fast-paced business environment
• Must have at least 1year supervisory experience

What else is important:

• Must be comfortable with exposure to noise
• Work flexible schedule/hours based on business need, to include opening, mid-, and closing shifts; nights, weekends, and holidays
• Must be able to work remotely when needed
• Must be able to sit and/or stand for long periods of time
• Must be able to work indoors with A/C for entire shift
• Must be comfortable in an office environment with exposure to fluorescent lighting for entire shift