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)
Would you enjoy working as part of a committed team which helps people solve problems? Is your goal to provide a high degree of customer satisfaction and be rewarded for your efforts? Then this might be the perfect role for you!
Due to several internal promotions, we are in need of an additional Contact Center team member!
This position is primarily a phone/chat/web-based position located within our Main location's Contact Center at 46th & R. Our reps solve multi-faceted needs in a respectful, efficient manner from beginning to end. This is a great opportunity to be a problem solver! You will learn deposits, loans, plastic cards, and everything you need to know to provide excellent member service!
Along with demonstrated customer service skills, you must be able to proactively solve problems and be highly efficient at multi-tasking in a contact center environment. Previous financial institution experience is helpful, however, training is available for a quick learner. This is NOT a "scripted role" so the perfect applicant will be able to be flexible and provide all services in a professional manner.
Qualifications
Minimum of 6 months experience in Banking/Financial Services required, Contact Center, Web sales, Chat experience preferred.
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