Quality Assurance Assistant Manager
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About the role
Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects. Shares best practice and advice to co-workers in the professional area. Can supervise and coordinate lower-level specialists being single point of contact in complex matters. Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.
Key responsibilities
- Monitor and evaluate quality of inbound and outbound telephone calls and other customer contact methods for accuracy and adherence to quality standards
- Document quality issues and performance measures for management review
- Provide information to assist in the feedback and formal education process of individuals on the phone
- Participate in and lead the development of new solutions and projects
- Share best practice and advice to co-workers in the professional area
- Supervise and coordinate lower-level specialists as single point of contact in complex matters
- Coordinate daily operations and oversee implementation of short to medium term activities within the team
- Deliver input to policies, processes and standards of tactical and operational nature within defined scope
- Manage a mixed team of Specialist and Support roles with full employee lifecycle responsibility
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