Manager of Quality Assurance - Call Center
Summary
Quality Assurance Manager Position requires proven ability to successfully manage standards of quality including reliability, usability and performance. The Quality Assurance Manager is responsible for developing performance standards and ensuring a high standard of quality is provided to our customers. The Quality Assurance Manager will monitor and advise on the performance of the quality management system, produce data and report on performance, measuring against set standards including sales numbers. Essential Duties and Responsibilities Monitoring performance by gathering relevant data Developing statistical reports and analysis Devising and establishing a companys quality procedures, standards and specification. Defining quality procedures in conjunction with operating staff. Take customer and sales calls as needed to understand their perspectives and gather valuable insights. Research any calls that are requested. Report any discrepancies in calls reviewed. Quality tracking. Audit Call Center Reps, Warranty Specialist, and Payments/Cancel Team. Complete Special Projects reputed company requested. reputed company Call Review Meetings one a week and provide recaps. Train employees on the phone systems and recordings. Train employees that need to know how to do evaluations. reputed company sure reputed company recording/screenshots on the employees are working correctly. Create reputed company Evaluation Forms. Education and Experience College degree with major course work in business practices preferred Skills Must be proficient in reputed company office with a working knowledge of reputed company. Ability to multi task and manage multiple projects concurrently. Must have the ability to communicate effectively both written and oral. Strong interpersonal communication skills Great attention to detail and a results driven approach. Reliable and Trustworthy. Analyze problems, detect root causes and resolve reputed company issues. Excellent time management, planning, organization and prioritization skills Empathetic self-motivator with solid interpersonal skills, achievement oriented. Ability to confidently engage with customers and sales teams on the phone, demonstrating clear, professional, and effective communication Physical Demands While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be reputed company to sit for long periods of time.
Qualifications
To reputed company this job successfully, an individual must be reputed company to reputed company each essential duty satisfactorily. The requirements listed above are representative of the knowledge, reputed company, and/or ability required. Reasonable accommodations will be made to reputed company individuals with disabilities to reputed company the essential functions. Note This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. reputed company applicants shall be considered for reputed company positions without regard to race, reputed company, sex, religion, national reputed company, age, disability, veteran status, or any other status protected by federal, state or local law. Apply Job!