Call Center QA Supervisor
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POST DATE 9/1/2016
END DATE 12/19/2016
IT Visionz Corp
New York, NY
The Direct Marketing QA Supervisor is responsible for the supervision, monitoring, motivation, and evaluation of the production from the Direct Marketing Quality Analysts and QA Specialists.
* Supervise and provide effective feedback with QA Analysts and QA Specialists to ensure all guidelines, processes and policies are consistently adhered to. React to any areas of concern without delay.
* Accountable for the timely resolution for all escalated issues in order to reduce / avoid any possible member abrasions.
* Conduct regular activity planning sessions, team meetings/huddles and provide appropriate feedback with QA Analysts and QA Specialists. This would include: call reviews, adherence to policies, processes, benchmark standards and quality indicators.
* Assist in the development and delivery of department quality and compliance programs and with developing and testing reporting systems to measure and enhance productivity, quality and quantity of production.
* Ensure appropriate and updated Direct Marketing training materials, scripts, workflows, on-line materials and operational manuals are updated and available to staff.
* A minimum of 2years of managerial experience in a telemarketing call center environment, preferably in a Quality Assurance role.
* Bachelor's Degree in Business Management, Healthcare or related field.