Quality Assurance Manager

Document created by pulkitjain Expert on Mar 1, 2017
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Job description



We are looking for a reliable Quality Assurance Manager Experienced with CallMiner Speech Analytics. Quality Manager’s primary focus is to ensure that all internal quality requirements on every customer interaction. The ideal candidate is a reliable and competent professional whose approval will be necessary for the continuation of a Voice of the Customer Cycle.


Essential Duties and Responsibilities include the following. Other duties may be assigned/changed to meet business needs.


Develop, facilitate and coordinate on-the-job quality training and orientation meetings for newly hired employees

Planning continuous education of quality and personal development sessions for employees by collaborating with managers on which topics employees need improvement on

Create quality assurance policies and procedures

Design call monitoring formats and quality standards used to identify emerging trends

Quality monitoring of agent population compiling and tracking performances at team and individual levels

Facilitate proactive solutions by collecting and analyzing quality data using CallMiner Speech Analytics Tool

Possess a comprehensive understanding of creating Sintax and CTQ components

Provide actionable data to the various internal support groups in the form of up job aids and make recommendations to the training department

Create and arrange quality initiatives visual aids after first determining the best tool for operations to coach on a particular subject across all channels

Coordinate and facilitate call calibration sessions and measure variance amongst teams

Conduct formal staff meetings with team weekly

Analyzes call type trends identifying key areas of opportunities and communicates effectively across multiple lines of business

Ensure initiatives are developed aimed at meeting and exceeding sales conversion and customer service


Job Requirements/Qualifications


5 years’ experience in high volume/fast paced contact center both sales and customer service

Proven experience as a quality assurance manager or relevant role

Thorough knowledge of methodologies of quality assurance and standards

Excellent numerical skills and understanding of data analysis/statistical methods

Outstanding communication skills

Great attention to detail and a results driven approach

Minimum 5 years as a Quality Manager leading a quality department

Minimum 3-5 years working as QA

Excellent written, verbal and presentation skills

Demonstrated ability to build and maintain good working relationships with colleagues

Attention to detail and ability to multi-task

Excellent knowledge around SLAs, KPIs from service level and sales perspective

Strong knowledge of Microsoft application

Bachelor’s Degree

Fluent in Spanish a plus

Desired experience coaching and calibrating agent calls using QA software (Call Miner)

Preferred working knowledge and use of MS Dynamics CRM