Call Center Quality Manager

Responsibilities :

• Establishes and maintains the operations formal Quality Management Plan.
• Develops, documents, implements and assures compliance with consistent quality standards, procedures, and specifications as outlined in the Quality Management Plan.
• Monitors and identifies gaps in daily operations including but not limited to the areas of image review/certification, customer service activities and interactions, payment processing, records management, data collection, reporting and staff management.
• Conducts Quality activities for all functional areas of the Customer Service Center.
• Generates monthly Quality reports for submission to the upper management.
• Sets appropriate quality standards.
• Operating Procedures in collaboration with the management team.
• Establishes review techniques and appropriate sample sizes for all functional areas.
• Schedules regular monitoring of key performance measurements.
• Works with CSC management to identify areas of concern and addresses issues accordingly.
• Reviews service activities via reports, computer screen, and sampling. overall operations and individual production results.
• Provides feedback to operations team regarding performance trends and areas of improvement.
• Suggests operational improvements and efficiencies to service internal and external customers.
• Effectively communicates via written, verbal, and electronic correspondence.
• Promotes positive work environment by establishing rapport with program staff.
• Monitors and logs employee performance problems according to company policy.
• Escalates performance issues to the operations team, as applicable, for corrective action, as required.
• Establishes work procedures and processes that support standards, procedures, and strategic directives.