Call Center Quality Control Manager

Concord, NH | Full time

Post Date: 06/23/2017 Job ID: 28354-616 Category: Customer Service Branch Office: Bedford, NH Pay Rate: 25.00/hour

Leddy Group is excited to introduce a new organization opening in the Concord, NH area. Our client is presenting enticing opportunities to become a part of their newly renovated 8000 sq ft call center. Become a part of their new team of professionals!

The QA/QC Manager is a key management position who reports to the Operations Manager and is responsible for ensuring the quality of the customer service operations including all documentation.

Essential Duties and Responsibilities:

  • Develops, implements, and updates QA/QC Plan, and performance monitoring SOPs for the operations of the Customer Service and walk in centers; and conducts QC activities for all functional areas.
  • Generates monthly QC reports for submission to the client.
  • Sets appropriate quality control standards.
  • Establishes review techniques and appropriate sample sizes for all functional areas.
  • Schedules regular monitoring of performance measurements
  • Provides monthly reporting on contract compliance to identify problems.
  • Works with CSC management to identify areas of concern and addresses issues accordingly.
  • Reviews service activities via reports, computer screen, and sampling.
  • Provides Monthly Quality Report and other reporting as needed/requested regarding quality assessment and attainment levels.
  • Measures overall operations and individuals production results.
  • Provides feedback to operations team regarding performance trends and areas of improvement.
  • Suggests operational improvements and efficiencies to services provided to internal and external customers.
  • Effectively communicates via written, verbal, and electronic correspondence.
  • Promotes positive work environment by establishing rapport with CSRs and colleagues.
  • Monitors and logs employee performance problems according to company policy, escalating performance issues to the operations team, as applicable, for corrective action as required.
  • Establishes work procedures and processes that support company and departmental standards, procedures, and strategic directives.
  • Participates in operations and other project meetings.
  • Performs other tasks as assigned.

Qualifications:

  • Bachelor's degree preferred with five years related experience in a quality control role in a customer service environment or related industry.
  • Experience with Quality Control concepts and process development required.
  • Strong computer skills with emphasis on MS-Office products such as Excel, Access, PowerPoint, Word and Outlook.
  • Must possess strong attention to detail.

This is a supplemental to direct position to start immediately. A criminal background and pre-employment drug screening will be conducted, rate of pay is $25 an hour.

To apply for this position, please email Bedford@leddygroup.com, call 603-666-4051 or apply online at www.leddygroup.com.

Leddy Group BEDFORD
Bedford, NH Branch Office

116 S. River Road, Building D
Bedford, NH 03110
t: (603) 666-4051
f: (603) 644-8680
e: bedford@leddygroup.com

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