Manages consistent customer service delivery by performing quality audits; delivering feedback to agents and managers on success areas and improvement opportunities; assessing individual coordinator customer service levels; analyzing key quality drivers; creating and evaluating quality reports; recommending changes to improve quality control processes and customer satisfaction; and identifying training opportunities.
Oversees quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs; evaluating quality review processes and identifying areas of opportunity; identifying, developing, and implementing process changes; leading the implementation of quality assurance programs; evaluating utilization and effectiveness of quality assurance programs; evaluating service level data in order to determine behavioral gaps and training needs; and collaborating with key stakeholders in order to develop action plans to improve agent service levels.
Oversees the communication of findings to stakeholders and customers by providing documents and work papers; identifying process errors and determining needed fixes; providing recommendations to stakeholders regarding needed training support; updating training documentation; and ensuring recommended solutions are implemented.
Oversees quality assurance plans and frameworks by collaborating with stakeholders on identified controls; determining the frequency and timing of processes; documenting processes and communicating recommendations to leadership.
Manages processes for on-boarding new suppliers and maintaining processes for existing suppliers by implementing and maintaining quality protocols across the supplier matrix; developing and conducting supplier training, feedback, and learning sessions; defining, compiling, maintaining, and validating internal metrics to formally assess supplier performance; and assessing and communicating supplier performance to management and business partners.
Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor’s degree in Business, Communications, Education, Engineering, or related field and 3 years’ experience in training, quality, product development, or related area OR 5 years’ experience in training, quality, product development, or related area.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Customer Service, Supervising Associates, Training and Development
Masters: Business Administration
Six Sigma Black Belt - Certification, Six Sigma Green Belt - Certification