Quality Manager

• Contribute to the team culture in a positive manner
• Monitor and audit QA and QC performance and suggest changes
• Listen to and review call center agent conversations with our customers to evaluate performance and ensure policies, positioning, and all standard operating procedures are followed
• Track acute and systemic trends at both the agent and team level
• Conduct routine audits and report trends/ improvement opportunities to all stakeholders
• Partner with the Call Center Operations and Training team to recommend continuing education for call center agents
• Create, manage and maintain dashboards and trackers to provide visibility of agent performance and call drivers to the organization, aiding in process improvement
• Assist with creating and editing articles, ensuring education materials for call center agents is appropriate and current
• Tracks and analyzes team/client monitoring trends and recommends and delivers appropriate training to address negative trends
• Support the call center team as needed
• Other duties as assigned

Requirements:

• Must have advanced English communication skills.
• Prior supervisory experience is required.
• 1+ years’ experience as a Quality Assurance Specialist in a call center environment, evaluating and scoring member calls
• HS Diploma or GED or equivalent experience
• Great people skills and ability to communicate (negative) feedback
• Demonstrated proficiency in Excel and Microsoft Office
• Strong attention to detail
• Effective time management, ability to handle high-volume daily workload efficiently
• Strong analytical skills – ability to work with data and develop insights
• An obsession with customer experience and customer satisfaction
• Strong communication, interpersonal, and presentation Skills
• Empathic communicator with a consultative approach, able to see things from another individual’s point of view

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.