Manager of Quality Assurance - Call Center

Summary
Quality Assurance Manager Position requires proven ability to successfully manage standards of quality including reliability, usability and performance. The Quality Assurance Manager is responsible for developing performance standards and ensuring a high standard of quality is provided to our customers. The Quality Assurance Manager will monitor and advise on the performance of the quality management system, produce data and report on performance, measuring against set standards including sales numbers.
Essential Duties and Responsibilities
? Monitoring performance by gathering relevant data
? Developing statistical reports and analysis
? Devising and establishing a company?s quality procedures, standards and
specification.
? Defining quality procedures in conjunction with operating staff.
? Take customer and sales calls as needed to understand their perspectives and
gather valuable insights.
? Research any calls that are requested.
? Report any discrepancies in calls reviewed.
? Quality tracking.
? Audit Call Center Reps, Warranty Specialist, and Payments/Cancel Team.
? Complete Special Projects when requested.
? Oversee Call Review Meetings one a week and provide recaps.
? Train employees on the phone systems and recordings.
? Train employees that need to know how to do evaluations.
? Make sure all recording/screenshots on the employees are working correctly.
? Create all Evaluation Forms.
Education and Experience
College degree with major course work in business practices preferred
Skills
? Must be proficient in Microsoft office with a working knowledge of Excel.
? Ability to multi task and manage multiple projects concurrently.
? Must have the ability to communicate effectively both written and oral.
? Strong interpersonal communication skills
? Great attention to detail and a results driven approach.
? Reliable and Trustworthy.
? Analyze problems, detect root causes and resolve all issues.
? Excellent time management, planning, organization and prioritization skills
? Empathetic self-motivator with solid interpersonal skills, achievement oriented.
? Ability to confidently engage with customers and sales teams on the phone,
demonstrating clear, professional, and effective communication
Physical Demands
While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Note
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.