Duties and Responsibilities:

1. Oversees call center
quality assurance programs.

2. Establishes standards
governing customer interactions, implements screening programs to monitor those
interactions, and designs training programs that correct found issues.

3. Drive strategic vision
across multiple locations and programs to align and drive a unified customer
experience and efficient Quality Assurance process (including sharing best
practice across business units).

4. Primary champion and
executor of quality and service excellence in addition to business process
improvements that enhance the customer experience

5. Drive changes to
increase customer satisfaction, efficiency, and increase agent success rates

6. Demonstrate deep
understanding of business goals, identify performance gaps, and recommend
efficient solutions

7. Provide leadership and
structure to a high performing Quality team to accomplish service quality
objectives

8. Execute programs and
demonstrate leadership that enhances employee job satisfaction, support
employee retention, productivity, profitability, and customer satisfaction
(including rewards and recognition)

9. Implement, oversee and
maintain the quality management platform, including ensuring timely system
upgrades and enhancement requirements

10. Base quality control
programs on department goals and metrics from quality monitoring data, training
data and customer satisfaction surveys

11. Make independent
operational decisions as necessary to align with department objectives

12. Maintain high service
quality by collaborating with the Operations business owners to assess
performance data and develop action plans to address findings and issues
identified

13. Address performance
management issues as they are identified and administer performance reviews

14. Utilize Employee Survey results to enhance job satisfaction and
employee retention

QA Manager

About Afni