Contact Center Quality Manager jobs in Rhode Island

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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Supervisor Quality Contact Center-Enterprise
  • Rhode Island Blood Center
  • Providence, RI FULL_TIME
  • Overview

    In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode Blood Center is a division of New York Blood Center and is among the nation's premium providers of blood products and services and an integral part of the Rhode Island community's health care system. As of December 2018, the Rhode Island Blood Center employs approximately 320 full- and part-time employees. Our employees are committed to the Blood Center's mission of providing a safe and adequate blood for patients within our community. We seek individuals who are caring and compassionate, who take pride in their work, and are looking for a rewarding experience. At the Rhode Island Blood Center, you not only have a job but also the opportunity to make a difference.

     

    For more information about a career with us, please watch the video below:

    “Career in Blood” video

    Responsibilities

    The Quality Supervisor for the Call Center is responsible for ensuring the delivery of high-quality services and adherence to established standards within the blood donation call center. The Quality Supervisor is tasked with monitoring call interactions, conducting evaluations, providing constructive feedback, and implementing programs to enhance the performance of call center agents.

    Responsibilities:

    • Implement and maintain quality assurance programs to evaluate call interactions, ensuring compliance with standard operating procedures and donor acquisition guidelines.
    • Monitor call center agents' performance through call recordings, live call monitoring, and other evaluation methods.
    • Conduct regular coaching sessions with call center supervisors and agents to provide feedback on their performance, offering guidance for improvement, and recognizing exemplary work.
    • Collaborate with the training department to develop and deliver ongoing training programs aimed at enhancing the knowledge and skills of call center agents.
    • Analyze call center data and performance metrics to identify trends, opportunities for improvement, and areas of excellence.
    • Implement corrective action plans as needed to address performance gaps and ensure adherence to established quality standards.
    • Work closely with the contact center's management team to communicate performance updates, challenges, and proposed solutions.
    • Participate in regular meetings and provide input on strategies to improve donor recruitment and retention efforts.
    • Foster a positive and motivational work environment that encourages teamwork, open communication, and a commitment to achieving goals.
    • Maintain up-to-date knowledge of blood donation protocols, industry regulations, and best practices to ensure compliance and continuous improvement.
    • Handle escalated donor inquiries or complaints and address them with empathy and professionalism.
    • Collaborate with the IT department to address any technical issues related to call center systems or software.
    • Ensure the call center operates efficiently, meeting service level agreements and donor satisfaction

    Qualifications

    Education:

    Bachelor’s degree in business administration, Education, Training, Communications, or a related field

     

    Experience  

    4 years of proven experience in a call center couple with at least 1 year in a supervisory or lead role, preferably in blood donation or healthcare services.

     

    Knowledge:

    Working knowledge of state and federal regulations

    Working knowledge of Donor Management Systems

    Working knowledge of training systems

    Strong understanding of call center operations and best practices.

    Knowledge of blood donation regulations and industry standards is an advantage.

    Strong knowledge of quality assurance principles and call center metrics.

    Proficient in Microsoft Office

     

    Travel:

    Up to 15%

     

    Skills & Abilities:

    Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.

    Ability to lead and achieve business goals consistently.

    Ability to analyze problems and implement solutions appropriately is required.

    Ability to work in a team environment.

    Excellent coaching, mentoring, and leadership skills.        

    Effective verbal and written communication skills, including training, presentation and negotiating skills are required.

    Strong organizational and problem-solving skills, and the ability to work independently and under pressure are required.

     

    This role requires an on-site presence at any of these NYBCe locations three days per week: New York, NY; Newark, DE; Providence, RI; Kansas City, MO ;St Paul, MN. 

     

    The proposed hiring rate for Supervisor Quality Contact Center position is $64,620.00/year.  Offers made to an individual candidate will depend on a variety of factors, including experience, skills, and job-related education.

  • 19 Days Ago

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Apheresis Contact Center Manager, Enterprise
  • Rhode Island Blood Center
  • Providence, RI FULL_TIME
  • Overview In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode B...
  • 21 Days Ago

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Contact Center Project Manager
  • Delphi-US
  • Providence, RI FULL_TIME
  • Job Description Job Description Title : Contact Center Project Manager (Contract)- Job#4900 Location : Providence, RI Job Description : Our client located in Providence, RI has an opening for a Contac...
  • 5 Days Ago

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Contact center
  • Veterans Sourcing Group
  • Johnston, RI FULL_TIME
  • Job Title : Call Center Representative Pay Rate : $20.00 Per Hour Location : Johnston RI, 02919 - HYBRID schedule following training Duration : 6 months - temp to hire - hire is based on performance S...
  • 1 Month Ago

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Contact center
  • C&L Group
  • Johnston, RI FULL_TIME
  • Job Title : Call Center Representative Pay Rate : $20.00 Per Hour Location : Johnston RI, 02919 - HYBRID schedule following training Duration : 6 months - temp to hire - hire is based on performance S...
  • 1 Month Ago

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Contact center
  • Axelon Services Corporation
  • Johnston, RI FULL_TIME
  • Job Title : Contact Center - Education Finance (Hybrid) Location : Johnston, RI Hours : 10 AM - 7 : 30 PM Pay : 20 / hr Job Description : This department handles incoming calls in regards to Education...
  • 1 Month Ago

Rhode Island (/ˌroʊd -/ (listen)), officially the State of Rhode Island and Providence Plantations, is a state in the New England region of the United States. It is the smallest state in area, the seventh least populous, the second most densely populated, and it has the longest official name of any state. Rhode Island is bordered by Connecticut to the west, Massachusetts to the north and east, and the Atlantic Ocean to the south via Rhode Island Sound and Block Island Sound. It also shares a small maritime border with New York. Providence is the state capital and most populous city in Rhode Is...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$76,693 to $115,564

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