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)
STATUS: Full time / Non-Exempt
REPORTS TO: Manager, Member Service Center
LOCATION: Corporate Office
COMPENSATION: The starting hourly wage for this position is expected to be around $27 per hour. The actual hourly wage will be determined based on experience and other-job related factors, consistent with applicable law.
HOURS: 37.5 hours per week
SCHEDULE: Shifts during the following hours of operation: Monday – Friday 8:00am – 6:00pm, Saturday 8:00am – 2:00pm
Work with a dynamic, small group of over 20 team members who provide exceptional service to our members, over the phone!
Position Overview
The primary function of the Quality Control (QC) Specialist for the Member Service Center (MSC) is responsible for ensuring that the quality of activities performed by MSC staff members on the Genesys platform exceeds member expectations and adheres to policies and procedures. The QC Specialist must be a team player and role model for others and perform all responsibilities in a manner that serves The Summit’s Mission and upholds the credit union’s team values.
Essential Functions
Quality Control
Quality Support
Other
Qualifications
Education/Experience: An equivalent combination of the following:
Education & Experience - Applicants must possess the following qualifications or an equivalent combination of education and experience:
Skills/Abilities/Knowledge
Licensure Requirements
Working Environment
EQUAL OPPORTUNITY EMPLOYER: The Summit Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.
Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.
*Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.