Contact Center Quality Manager jobs in California

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)

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Contact Center Training & Quality Manager
  • WSP USA
  • SCENIC AVE, CA OTHER
  • This Opportunity

    WSP is currently initiating a search for a  Full-Time Contact Center Training & Quality Manager .  This position will be based out of Costa Mesa, CA.

    The Training & Quality Manager is responsible for managing functions associated with supporting the front-line operations in the Service Center; primarily Quality Assurance and Training. Other Support functions could be rolled into the department in future. Duties include identifying areas of opportunity, developing solution plans, coaching team members (QA Associates & Trainers) and ensuring key metrics are achieved. This position is full-time and will require some evening and weekend schedules throughout the year to support the team. The position requires full-time in-office presence at the Service Center. Job requires knowledge of MS Office, Windows, MS Excel, proficient typing skills, excellent written and verbal communication skills as well as knowledge of front and back-office contact center functions.  Six Sigma and curriculum development experience is helpful. Training/QA Manager may be reassigned on a long term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company. 

    Your Impact

    • Manager Responsibilities: Manage staff of Training/QA team; occasionally step in to manage team members in other departments. Ensure hours of coverage, pay, and development is effective, accurate, and timely. 
    • Plan the work and manage the department to meet the goals of the Key Performance Indicators (KPIs) of the Service Center (Call Center, QA, Training, etc.). 
    • Integrate Knowledge Management System with New Hire Training curriculum. Maintain updates. 
    • Initiate new, improved Quality evaluation methods and tools. 
    • Perform training and QA duties when coverage and additional resources are needed. 
    • Report monthly on Operations Support accomplishments and performance impacts.
    • Identify and assess current and future training needs through performance analysis and consultation with line managers, and Supervisors. 
    • Observe and coach Trainers and QA team members. 
    • Monitor and evaluate training program’s effectiveness, success, and ROI periodically (and report).
    • Responsible for all employment decisions within Training/QA department and final approval by.   
    • CSC Manager - Oversee staff development tracking and corrective action tracking and documentation of the team. 
    • Annually re-evaluate QA/Training department standards for bonus levels as well as corrective action guidelines 
    • Approve all time sheets weekly and bonus data monthly. 
    • Perform various projects as assigned by CSC Manager (trending performance, new hire ramp-to-proficiency, trainer effectiveness, etc.) 
    • Maintain continuous updates to Training programs and procedures, QA program and procedures, Knowledge Base, and Standard Operating Procedures (SOPs) related to IP, AAA, and CC. 
    • Coordinate with IT on all UAT needs and schedules; ensure training environment is updated and available for new hire classes. 
    • Coordinate with other department managers, and supervisors on all performance issues 
    • Performs various clerical functions to include filing, handling deliveries, etc.  
    • Perform related duties as assigned by Customer Service Center Manager.
    • Maintain compliance with all company policies and procedures. 
    • Ability to adhere to attendance requirements.

    Who You Are

    Required Qualifications

    • Bachelor's Degree in relatable discipline or additional years of experience in lieu of degree.
    • 5-7 Years of related experience.
    • Minimum of (24) months experience in managing a high volume omni-channel Contact / Service Center. 
    • Minimum of (24) months experience in managing a Quality Assurance/Training department in a high call volume environment.
    • Experience with QA software; Calabrio One, NICE CXone, Genesys Cloud CX, CallMiner Eureka- highly preferred.
    • Track record in designing and delivering effective training programs – 3-year experience. 
    • Experience measuring quality in a contact center – 3-year experience.
    • Experience effectively implementing and managing document control processes (training programs, policies/procedures, knowledge base, etc.) 
    • College Degree preferred. 
    • Ability to make sound decisions quickly in a fluid work environment. 
      Strong interpersonal skills and the ability to communicate with many different levels of employees.  
    • Excellent written and verbal communication skills 
      Requires proven leadership and time management skills, dependability, and initiative. 
    • Ability to pioneer initiatives 
    • Ability to work well with all employees, client, and customers. 
    • Ability to work independently. 
    • Ability to work under pressure, meet deadlines and be accountable for the performance of others. 
    • Experienced in meeting and exceeding metrics and goals. 
    • Strong ability for problem solving, effectively analyze results. 
    • Lean Six Sigma experience desirable. 

    Preferred Qualifications

    • High Volume Contact Center Experience highly preferred.

    Physical Demands

    • Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds; occasional lifting, carrying, walking and standing; frequent hand/eye coordination to operate computer keyboard and office equipment; vision for reading, recording and interpreting information; frequent speech communication, hearing and listening to maintain communication; daily use of computer keyboard, standard office equipment and telephone.

    WSP Benefits: 

    WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. 

    Compensation

    Expected Salary (all locations): $97,800 - $139,000

    WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

    #LI-AC1

  • 2 Days Ago

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Contact Center Quality Assurance and Training Manager
  • WSP Global
  • Costa Mesa, CA FULL_TIME
  • This Opportunity WSP is currently initiating a search for a Full-Time Contact Center Quality Assurance and Training Manager. This position will be based out of Costa Mesa, CA. The Quality Assurance (Q...
  • 1 Month Ago

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Quality Analyst for Contact Center (Voice)
  • WNS Global Services
  • Santa Ana, CA OTHER
  • Descripción del empleoKey Accountabilities: Development of measures for the continuous maintenance or optimization of the service quality (partly in cooperation with other departments and Roche)Perfor...
  • 13 Days Ago

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Assistant Manager Contact Center
  • Shield California Health
  • Valencia, CA FULL_TIME
  • Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of...
  • 23 Days Ago

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Manager, Contact Center Operations
  • PG&E Corporation
  • Sacramento, CA FULL_TIME
  • Requisition ID # 152842 Job Category: Customer Support / Operations Job Level: Manager/PrincipalBusiness Unit: Customer & CommsWork Type: HybridJob Location: Sacramento Department OverviewIn Customer ...
  • 24 Days Ago

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Clinical Manager - Surgery Center (RN)
  • QUALITY CARE SURGERY CENTER, LLC
  • Northridge, CA FULL_TIME
  • Position Summary: Manages clinical staff. Ensures that all clinical (Pre-Op, GI, OR, PACU) day-to-day operations are functioning efficiently and according to policy. Responsible for daily schedule man...
  • 7 Days Ago

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Call Center Manager
  • The Call Center Network
  • Tacoma, WA
  • Job Description Job Description ******This job will be located in Portland, OR surrounding area****** Rapidly growing, s...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • Christopher Ligori & Associates
  • Tampa, FL
  • Job Description Job Description Pay: $40,000k to $45,000k plus year-end bonus Pay: $40,000k to $45,000k plus year-end bo...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • The Call Center Network
  • Kent, WA
  • Job Description Job Description ******This job will be located in Portland, OR surrounding area****** Rapidly growing, s...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/27/2024 12:00:00 AM

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Call Center Manager
  • Frontline Source Group
  • Dallas, TX
  • Call Center Manager Our client located in Dallas, TX has a need for a Call Center Manager on a direct hire basis. Compan...
  • 3/27/2024 12:00:00 AM

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Call Center Manager
  • Ultimate Staffing
  • Brea, CA
  • Excellent opportunity to work for a leading Heating and Plumbing company in Brea, CA. Manage a team of 25 in the call ce...
  • 3/25/2024 12:00:00 AM

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Call Center Manager
  • Johnson & Johnson Heating and Air Conditioning
  • Martinsburg, WV
  • Job Description Job Description Who we are Come to a company where you will be appreciated, where you can create your ow...
  • 3/25/2024 12:00:00 AM

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Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/24/2024 12:00:00 AM

California is a state in the Pacific Region of the United States. With 39.6 million residents, California is the most populous U.S. state and the third-largest by area. The state capital is Sacramento. The Greater Los Angeles Area and the San Francisco Bay Area are the nation's second and fifth most populous urban regions, with 18.7 million and 9.7 million residents respectively. Los Angeles is California's most populous city, and the country's second most populous, after New York City. California also has the nation's most populous county, Los Angeles County, and its largest county by area, S...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$80,718 to $121,629

Contact Center Quality Manager in Pierre, SD
This includes the day-to-day supervision of non-exempt team members in a high quality/high productivity environment.
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Contact Center Quality Manager in Champaign, IL
Gain a holistic view of quality - Enjoy powerful, at-the-ready quality dashboards to see team and individual progress in real time.
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Contact Center Quality Manager in Fargo, ND
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