Oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs.
Designs training programs or process enhancements that correct quality issues
Accomplishes quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures.
Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews preparing and completing action plans implementing production, productivity, quality, and customerservice standards identifying and resolving problems completing audits determining system improvements implementing change.
Meets quality assurance financial objectives by estimating requirements preparing an annual budget scheduling expenditures analyzing variances initiating corrective actions.
Provide leadership to QA Managers, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes, or complete reengineering of processes and systems).
Drives continuous improvement through trend reporting analysis and metrics management
Offers new ideas and suggestions for improvement.
Identifies and implements new practices and processes that are best in field".
Demonstrates a commitment to customer service anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.
Confers with reporting manager on complex or unusual situations.
Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
Ensures 100percent adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
Understands and embraces the business and call center operations strategic direction.
Performs other duties as assigned.
8 or more years of call center experience in collections / sales / customer service / technical support.
2 or more years of experience of managing call quality managers.
High school diploma, G.E.D., Trade / Vocational School certificate or equivalent required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Individual will be required to stand and walk or otherwise traverse in order to be accessible to the production floor for extended periods of time.
The person in this position will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs.
The worker is required to have close visual acuity to perform activities such as : preparing and analyzing data and / or documents;
viewing a computer terminal; and / or visual inspection of products or machinery. The person in this position may need to occasionally sit, type, climb stairs, bend, reach, kneel, or twist for minimal periods of time.
Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.