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)
The Quality Control Manager is responsible for implementing and maintaining the quality control plan as required and is responsible for the overall quality control for the project.
Key Responsibilities:
Specific tasks for the CQCM include but are not limited to the following:
Education/Experience:
The minimum qualifications for the QCM are:
Job Type: Full-time
Pay: From $160,000.00 per year
Schedule:
Ability to Relocate:
Work Location: In person
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