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Job Description
Main Job Tasks and Responsibilities
- Daily supervision, coaching, motivation and coordination of a team of QA Reporting Specialists to assure reporting requirements and performance metrics are met
- Develop internal control systems to determine if processes/systems/applications are producing accurate data in accordance with company policies and procedures; proactively assess any potential risks with QA leadership
- Organize, plan and supervise all aspects of complex and routine reports; Review and approve the teams report findings, audit report plans, analysis and trending for communication to QA leadership with recommendations that have a direct business benefit
- Perform critical business analysis of issues identified by Specialists, including identifying root cause(s) and identifying value-added opportunities for improvement in a timely manner
- Prepare ongoing project work plans and audit approaches that describes in detail the nature, timing, and extent of internal audit and reporting procedures for an audit or report project
- Work with Training/QA leadership to define information necessary for internal QA Reporting Specialist staff to conduct required reports
- Oversee QA Reporting Specialists use and development of applications in word processing, spreadsheet, and database software regarding trends in variances of established policies/processes
- Maintain a thorough understanding of company process and policy requirements
- Develop and maintain effective working relationships with call center business units (Customer Service, Direct Sales)nd across other functional groups
- Managing Customer/Client complaints that threaten contact with us. Purpose is to de-escalate the situation and try to save the client
Job Requirements
- Minimum of 2 years of experience preferred Call Center Experiences.
- Minimum of 1 year of supervisory or lead experience to include managing performance, providing timely coaching and feedback, and motivating employees required.
- Ability to develop, coach and mentor others.
- Effective verbal and written communication skills.
- Ability to manage and measure workloads and motivate others.
- Customer focused.
- Ability to set priorities and stay focused.
- Ability to see big picture and think globally.
- Ability to manage process.
- Problem solving skill.