Contact Center QA Supervisor

Company: Dunhill Professional Search
Location: Fairfax
Posted on: January 16, 2022

Job Description:

San Antonio, TX and St. Louis, MOEstablishes, maintains, and oversees the development and sustainment of quality monitoring programs for Service Delivery/Contact Centers. Leads calibration sessions to ensure consistent scoring of evaluations and implements improvements. Responsible for providing timely feedback and analysis to appropriate personnel to maintain accuracy in performance. Manages the creation and implementation of quality monitoring processes to maintain documentation, guidance, and training. Oversees process improvement efforts to identify impacts of changes. Overall responsibility for leading the department and mentoring subordinate staff. General Responsibilities *Creates and maintains standardized metrics to be used by Business Process Outsourcing (BPO) to drive consistent measurement of sub-contractor performance. *Leads calibration sessions with the client and BPO to ensure consistent scoring of evaluations, identify trends, and implement improvements. *Provides timely feedback, analysis, and reporting to the client to ensure BPO is accurately evaluating agent performance. *Reports survey analysis and improvement recommendations to the client. *Coordinates cross-functional efforts to implement process improvements. *Manages the creation, implementation, and maintenance of quality monitoring process documentation, guidance, and training. *Oversees process improvement efforts and change requests, coordinating with stakeholders to identify impacts of changes. *Reviews metrics to ensure call quality standards are being met with respect to timeliness and resolution. *Conducts application user acceptance training. *Oversees release deployments to sub-contractors, including service rehearsal testing. *Define, institute, maintain, and oversee the adherence of project-wide behavioral guidelines for all BPO agents according to client, project, and industry standards. *Maintains professional and technical knowledge in the field by reviewing professional resources and benchmarking best practices. May be required to participate in educational workshops and information sessions. *Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures. Minimum Qualifications Bachelor's Degree or equivalent relevant experience. 6-8 years of experience in quality monitoring of a Service Delivery/Contact Center environment and 2-5 years of management experience. Other Job Specific Skills *Experience overseeing a quality management and/or training program *Experience in customer service quality and/or help desk *Ability to manage defined initiative, effort, processes, etc. *Strong written and verbal communication skills *Ability to tailor communications to multiple audiences/entities *Excellent analytical, organizational, time management, critical thinking, and multi-tasking skills *Experience as a policy developer, training facilitator, or in training development *Experience with customer service applications (CRM, QA, WFM) *Experience with project management and meeting multiple deadlines *Experience with reporting analytics and metrics reporting *Familiarity with Salesforce and Nice inContact Call Center Software and operations

Keywords: Dunhill Professional Search, Washington DC , Contact Center QA Supervisor, Other , Fairfax, DC