Senior Manager Non Tech Quality Assurance
- Managing overall QA for Call Center
- Determining Training Need
- Conducting Internal/External Surveys to monitor CSAT & Analysis
- Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
- Service Recovery
- Process Improvements
- Mystery Shopping
- CSAT Certifications
- Updates job knowledge by studying trends in and developments in quality management
- Setting customer service standards
- Working with operating staff to establish procedures, standards, systems and procedures
- Making sure the company is working as effectively as possible to keep up with competitors & competitor analysis
- Driving new initiatives
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