Quality Manager

Support Services Group is looking for a high-energy, self-motivated, results-driven Quality Assurance Manager. This position plays a significant role in the Customer Experience by providing insights and data related to agent performance and the customer experience. This ideal candidate will have extensive knowledge in customer service, is detail oriented, and has a passion for analysis. This role will require (but not be limited to) statistical analysis, monitoring omnichannel conversations in a call center environment, update knowledge base articles, recommend continuing education, and support the call center production floor as needed.

Job Functions

• Contribute to the team culture in a positive manner

• Monitor and audit QA and QC performance and suggest changes

• Listen to and review call center agent conversations with our customers to evaluate performance and ensure policies, positioning, and all standard operating procedures are followed

• Track acute and systemic trends at both the agent and team level

• Conduct routine audits and report trends/ improvement opportunities to all stakeholders

• Partner with the Call Center Operations and Training team to recommend continuing education for call center agents

• Create, manage and maintain dashboards and trackers to provide visibility of agent performance and call drivers to the organization, aiding in process improvement

• Assist with creating and editing articles, ensuring education materials for call center agents is appropriate and current

• Tracks and analyzes team/client monitoring trends and recommends and delivers appropriate training to address negative trends

• Support the call center team as needed

• Other duties as assigned

Requirements

• HS Diploma or GED or equivalent experience

• Great people skills and ability to communicate (negative) feedback

• 1+ years’ experience as a Quality Assurance Specialist in a call center environment, evaluating and scoring member calls

• Demonstrated proficiency in Excel and Microsoft Office

• Strong attention to detail

• Effective time management, ability to handle high-volume daily workload efficiently

• Strong analytical skills – ability to work with data and develop insights

• An obsession with customer experience and customer satisfaction

• Strong communication, interpersonal, and presentation Skills

• Empathic communicator with a consultative approach, able to see things from another individual’s point of view

• Must be Bilingual (English/Spanish)

• Prior supervisory experience is required

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers.  We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.