Contact Center Quality Assurance Auditor monitors and measures the quality of inbound and/or outbound customer service calls. Prepares and presents audit reports for management to identify the issues and performance. Being a Contact Center Quality Assurance Auditor assists with feedback and training of individuals who have contact with customers. Typically requires a bachelor's degree. Additionally, Contact Center Quality Assurance Auditor typically reports to a manager. The Contact Center Quality Assurance Auditor gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Assurance Auditor typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
The 700 Club Prayer Center
The Christian Broadcasting Network (CBN) is seeking a Manager of Quality Assurance for a 24/7 contact center that serves inbound, outbound, digital, and email channels through teams that are on-site, remote, and international. Will develop, implement, and manage quality assurance programs and strategies to help assist the contact center in maintaining the highest standards of service excellence in all channels. Will manage a team of interaction analysts and oversee activities related to calibration, evaluation methods and management, and reporting and analysis. This role, in partnership with their team of interaction analysts, will provide strategic analysis of performance outcomes to departmental stakeholders, coaches, and executive leadership that help the department make informed decisions for training, coaching, customer experience, and operational strategy.
The successful candidate will have the following qualifications:
CBN is a global nonprofit ministry demonstrating the love of God by sharing the Gospel through mass communication, digital media, and humanitarian aid. Headquartered in beautiful Virginia Beach, VA, CBN offers a professional and rewarding work environment, competitive salary, and full benefits package. If you meet the listed qualifications and are in agreement with CBN’s mission and purpose, please click apply or visit our CBN job board at www.cbn.com.
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