Quality Manager

Job Summary:

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

Responsibilities:

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 customer-service 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 Supervisors, 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 non-value added processes, or complete re-engineering 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 100% 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.

Skills Requirements:

5 or more years of call center experience in collections/sales/customer service/technical support.

2 or more years of experience of managing call quality supervisors.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time.