Quality & Knowledgebase Manager, Customer Care

Quality & Knowledgebase Manager, Customer Care

  • Location FORT WORTH, TX
  • Department Customer Service & Call Center
  • Team Customer Service and Call Center
  • Employment Type -
  • Position -
  • Requisition 781534BR

What you'll do

- Develop quality assurance and knowledgebase processes to drive agent customer service behavior by identifying industry best practices and incorporating them into the quality assurance and knowledgebase programs

- Evaluates the quality and knowledgebase processes and identifying
areas of opportunity; developing and implementing process changes; leading the implementation and evaluating utilization and effectiveness of the quality and knowledgebase programs

- Leads the quality assurance program by determining the volume and timing of audits necessary to drive the best results; leading the adoption of processes across all Customer Care agents; analyzing audit results and providing insights on them; developing a feedback loop of audit findings to the Training department to ensure common errors are incorporated into future training; and collaborating with Customer Care Operations to develop coaching and performance development plans.

- Leads the knowledgebase program by identifying issues and trends that require immediate agent awareness; ensuring issue and trend alerts are communicated and have clear action items for agent behavior; managing the creation and maintenance of knowledgebase articles for Customer Care agents and Walmart.com Customers

- Evaluates gaps in accuracy of information and consistency in knowledgebase brand; developing mitigation plans for any knowledgebase gaps and managing their implementation

- Evaluates knowledgebase objectives (for example, self-service metrics, article effectiveness) and develops a plan to reach the objectives and increase the effectiveness of the knowledgebase.

- Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and ensuring diversity awareness.

Minimum Qualifications

3-5 years previous experience managing quality assurance programs for a Customer Care team with multiple vendors.

Experience working with vendors providing support in multiple languages located outside of the US

Experience delivering customer service through multiple channels, to include: voice, chat, and email.

Experience with Knowledge Base and Help Management.

College degree required

Additional Qualifications

Prefer experience with Oracle’s RightNow technology suite

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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