Quality Manager

Advanced Call Center Technologies iscurrently seeking a Quality Assurance leader to join our growing BPO (CallCenter) company. Qualified candidateswill possess extensive experience in quality leadership of a call centercentric team. The responsibility are to leadthe maintenance, development and execution of the Quality Assurance programsfor multiple clients. Additional responsibilities include, but are not limitedto:

• Work collaboratively with operations leadership, training leadership, and clients to develop an integrated continuous improvement strategy that develops team members in support of the current business strategy and long-term vision of the organization.
• Assist in the development and implementation of uniformed training curriculums
• Performs Quality Assurance of transactions (phone, manual and electronic inputs) ensuring regulatory and service requirements individually and from an end-to-end process perspective are maintained - with statistically valid sampling.
• Works with external and internal clients to ensure the successful development, implementation and maintenance of all quality controls and service expectations. Provides quality results at an individual, team, and department level.
• Responsible for monthly, quarterly and annual quality reviews. Provides detailed reporting to Operations Leadership along with recommendations for training and quality improvements.
• Leads and shapes the development of Audit standards including monitoring systems and processes
• Ensures quality levels meet the needs of all internal and external clients with an emphasis on process, quality, and financial control.
• Completes and conducts Quality Systems effectiveness reviews and analysis.
• Other duties as assigned by Executive Leadership.

Job Requirements:

• 5 years of experience in contact center QA leadership

• 4 years of management experience
• Demonstrates excellent project management and consulting skills in the management of large-scale programs and projects
• Strong written and verbal communication skills
• Strong organizational and leadership skills.
• Ability to work well with others, manage resources wisely, and effectively communicate with individuals.
• Strong oral and writing skills.
• Strong analytical and software skills particularly as it relates understanding and communicating trends and opportunities.