Contact Center Quality Manager jobs in Texas

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 Quality Assurance Analyst
  • U.S. LawShield
  • Webster, TX FULL_TIME
  • At U.S. LawShield our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected communities of responsible self-defenders who have the peace of mind to live their lives confidently. Our company was established in 2009. After initially launching in Texas as Texas LawShield®, the demand for services developed well beyond state lines. Our coverage began to expand across the United States, which is when we became U.S. LawShield.

    Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey. Ready to join our driven and talented individuals who care about protecting the rights of responsible self-defenders?

    The Quality Assurance Analyst is expected to coach and build contact center professionals to provide world-class customer service experiences to our members. This development of contact center representatives will ensure that we can provide easy and simple customer service, establishing deeply loyal relationships between our members and customers, and our business. 

    The QA Analyst engages in productive teamwork and is experienced in providing constructive feedback to team members and peers, handling varying workloads, and helping establish strong teams. In this role you will own tasks from start to finish, as well as find ways to constantly improve yourself and others. In addition, you will look for ways to improve efficiency, understand how to build a rapport with customers and team members, and are comfortable explaining our Legal Defense for Self-Defense program.

    As the primary point of review for our customer service teams, this position is responsible for helping us provide an unforgettable customer experience via inbound and outbound phone, email, chat, and social media channels.

    Apply if you have/are:

    • 1 year of experience as a Quality Assurance Analyst in a contact center environment required (2 years of experience preferred)
    • Background in contact center roles, responsibilities, and operational execution
    • Exceptional organization and time management skills
    • Ability to maintain close attention to detail and accuracy
    • Experience building rapport and offering individualized coaching tips to various personality types
    • Familiarity with contact center service and selling techniques
    • Proficient computer skills with the ability to learn new software
    • Possess a current Property and Casualty Insurance License or can attain one
    • Tracking and documentation of Community Care Center representative activities
    • Reporting on results and performance of representatives to contact center leadership
    • Coaching and development of contact center representatives to improve member and customer experience

    Day-to-Day Duties:
    • Listen to phone calls and review email, chat, and social media messaging (English) to ensure advisors are providing accurate information and building deeply loyal relationships between members and the brand
    • Provide positive, constructive coaching and feedback that strengthens the advisor’s abilities to explain products and services in both recorded and real-time environments
    • Score and review advisor performance on both relationship-building and process execution
    • Provide differentiated feedback for various advisor groups, such as retention, acquisition, and service
    • Establish and keep professional development plans and schedules
    • Coach, mentor, and train teammates
    • Inform advisors and leadership on necessary recursive training based on observations
    • Create and contribute to a climate of teamwork and mission-focused task executio
    • Demonstrate the values of U.S. LawShield
    • Perform other related duties as assigned

    Benefits:
    • Salary of $54,000 - $57,000, commensurate with experience
    • Bonus of up to 10% of annual salary paid out quarterly
    • Insurance options include medical, dental, vision, disability, and life
    • 401k available on day 1
    • PTO beginning at 15 days per year and accruing with additional tenure
    • 12 Paid Holidays
    • Complimentary U.S. LawShield membership
    • Employee Assistance Program (EAP) with travel protection, counseling, and medical bill-saver program
    • A laptop to be used for all work-related business
    • Top performers are considered for advancement opportunities
    • Yearly travel opportunities for our company-wide meetings if not based in Houston
    • Join the nation’s largest legal defense for self-defense organization
  • 1 Month Ago

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Contact Center Assistant Manager
  • Datamark Careers
  • El Paso, TX FULL_TIME
  • Position Overview: The Contact Center Assistant Manager is responsible for all production-related aspects of the assigned project(s). The Contact Center Assistant Manager acts as a point of contact to...
  • 19 Days Ago

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Healthcare Contact Center Manager
  • T2 Flex
  • Houston, TX FULL_TIME
  • Are you passionate about providing exceptional customer service in the healthcare industry? As a Contract to Hire Healthcare Contact Center Manager at T2 Flex, you will be responsible for overseeing t...
  • 4 Days Ago

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Contact Center Project Manager
  • Dexian DISYS
  • San Antonio, TX FULL_TIME
  • Hybrid Contact Center Project Manager Job details Posted 06 March 2024 Location San Antonio, TX Job type Contract Reference 911898 Job description Contact Center Project Manager6 Months Locations:San ...
  • 14 Days Ago

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Contact Center Project Manager
  • Dexian
  • TX, TX FULL_TIME
  • Contact Center Project Manager 6 Months Locations : San Antonio, TX San Antonio, TX Des Moines, IA Minneapolis, MN St Louis, MO New York, NY Charlotte, NC Phoenix, AZ Onsite Day 1 : Hybrid Model : 3 D...
  • 17 Days Ago

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Contact Center Manager - Houston
  • Abacus Plumbing, Air Conditioning and Electrical
  • Houston, TX FULL_TIME
  • Overview Abacus is currently seeking a Contact Center Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every...
  • 1 Month Ago

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Call Center Manager
  • StevenDouglas
  • Decatur, AL
  • My client, a growing healthcare technology company, is seeking a Call Center Manager for its high-volume environment. Th...
  • 3/28/2024 12:00:00 AM

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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
  • 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

Texas (/ˈtɛksəs/, locally /ˈtɛksɪz/; Spanish: Texas or Tejas Spanish pronunciation: [ˈtexas] (listen)) is the second largest state in the United States by both area and population. Geographically located in the South Central region of the country, Texas shares borders with the U.S. states of Louisiana to the east, Arkansas to the northeast, Oklahoma to the north, New Mexico to the west, and the Mexican states of Chihuahua, Coahuila, Nuevo León, and Tamaulipas to the southwest, while the Gulf of Mexico is to the southeast. Houston is the most populous city in Texas and the fourth largest in the...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$71,936 to $108,397

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.
January 08, 2020
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.
January 17, 2020
Contact Center Quality Manager in Fargo, ND
Contrary to popular thought, quality control and quality assurance are not one in the same.
January 28, 2020