Contact Center Quality Manager jobs in Ohio
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)
Recently Added Contact Center Quality Manager jobs
Contact Center Quality Assurance Analyst
- Epiphany
-
Akron, OH
FULL_TIME
-
Overview
The Contact Center Quality Assurance Analyst plays a crucial role in maintaining the quality and efficiency of call center operations. This position involves monitoring and evaluating interactions between call center agents and customers to ensure that high service standards are met. The primary objective is to enhance the overall customer experience, ensure compliance with company policies, and promote continuous improvement.
Responsibilities- Monitoring and Evaluation:
- o Monitor inbound calls, emails, chat interactions, and other communication channels.
- o Evaluate interactions against established quality assurance instruments and standards.
- o Assess agent performance based on predefined criteria, including communication skills, adherence to procedures, and product knowledge.
- o Provide constructive feedback to agents to improve their performance.
- Quality Assurance Standards:
- o Ensure that call center agents adhere to predetermined quality assurance standards.
- o Review open and closed customer issue tickets to assess quality and compliance.
- o Participate in calibration sessions to align scoring practices with other evaluators.
- o Communicate business goals, quality standards, processes, and procedures to agents.
- Training and Development:
- o Conduct or lead training sessions for call center agents (as needed).
- o Provide performance expectations, action plans, and development strategies to enhance call quality.
- o Conduct mock call training for new associates after they complete classroom training.
- o Facilitate side-by-side and listening feedback sessions with agents regularly.
- Reporting and Metrics:
- o Generate accurate and timely reports on call quality, productivity, availability, and other key metrics.
- o Track performance on a daily, monthly, month-to-date, and year-to-date basis.
- o Use data to identify trends, areas for improvement, and training needs.
- Bilingual Skills (English/Spanish):
- o Proficiency in both English and Spanish is desirable.
- o Ability to evaluate interactions in both languages.
- Education:
- o A relevant degree, such as a Bachelor’s or Associate Degree in Education, Communication, Business, or related fields.
- Skills:
- o Proficiency in Microsoft Office applications.
- o Experience in call center monitoring and evaluating.
- o Familiarity with call center quality operations and team leadership.
- o Knowledge of industry practices and standards.
- Experience:
- o Prior experience in a call center environment is essential.
- o Industry certifications are advantageous.
- 16 Days Ago
Contact Center Quality Assurance Analyst
- Epiphany Management Group
-
Akron, OH
FULL_TIME
- Contact Center Quality Assurance Analyst Overview The Contact Center Quality Assurance Analyst plays a crucial role in maintaining the quality and efficiency of call center operations. This position i...
- 23 Days Ago
Contact Center Program Manager
- Serco North America
-
OH, OH
FULL_TIME
- Position Description Looking for a career where you can make a difference every day? The Call Center Program Manager (PM) ensures the overarching functions of the assigned site meet contractual delive...
- 5 Days Ago
Contact Center Program Manager
- Serco North America
-
Columbus, OH
FULL_TIME
- Position Description : Looking for a career where you can make a difference every day? The Call Center Program Manager (PM) ensures the overarching functions of the assigned site meet contractual deli...
- 8 Days Ago
Contact Center Assistant Manager
- MRA Recruiting Services
-
Dublin, OH
FULL_TIME
- Job Title: Contact Center Assistant ManagerCompany: BMI Federal Credit UnionLocation: Dublin, OHStarting Hourly Range: $25.50 - $32.00Schedule: Scheduling flexibility is required between 7:30 a.m. and...
- 11 Days Ago
Contact Center Manager
- Gutter Guards America
-
Dublin, OH
FULL_TIME
- About Us:Gutter Guards America is a family-operated home improvement company dedicated to providing high-quality gutter protection solutions. Our centralized call center is essential in scheduling app...
- 26 Days Ago
Contact Center Quality Manager jobs at Popular Companies
Contact Center Operations Manager
- VBeyond Corporation
-
Jersey City, NJ
- Title: Customer Experience Contact Center Strategy and Operations Manager Location: Jersey City, NJ Experience in Financ...
- 6/10/2024 12:00:00 AM
Contact Center Manager
- Vanguard
-
Wayne, PA
- As a Workplace Contact Center Engineering Manager, you will lead a team of engineers dedicated to designing, implementin...
- 6/10/2024 12:00:00 AM
Contact Center Manager (Call Center Manager)
- Educational Federal Credit Union
-
Miami, FL
- Job Summary: The Member Contact Center Manager is responsible for the leadership of the Credit Union's Member Contact Ce...
- 6/9/2024 12:00:00 AM
Contact Center Manager
- SEB Professional North America
-
Irvine, CA
- Who Are We? Our passion for coffee makes SEB Professional North America a growing company! We are in the professional co...
- 6/8/2024 12:00:00 AM
Contact Center Operations Manager
- IGT Solutions
-
San Antonio, TX
- Position: Operations Manager Location: San Antonio, Texas Job Responsibility: IGT Solutions is looking for a Operations ...
- 6/7/2024 12:00:00 AM
Contact Center Operations Manager
- IGT Solutions
-
Philadelphia, PA
- Position: Operations Manager Location: Philadelphia, PA Job Responsibility: IGT Solutions is looking for a Operations Ma...
- 6/7/2024 12:00:00 AM
Contact Center Manager (Call Center Manager) - On-site
- Educational Federal Credit Union
-
Miami, FL
- Job Description Job Description Job Summary: The Member Contact Center Manager is responsible for the leadership of the ...
- 6/7/2024 12:00:00 AM
Contact Center Operations Manager
- IGT Solutions
-
Jacksonville, FL
- Position: Operations Manager Location: Jacksonville, Florida Job Responsibility: IGT Solutions is looking for a Operatio...
- 6/7/2024 12:00:00 AM
About Ohio
Ohio /oʊˈhaɪoʊ/ (listen) is a Midwestern state in the Great Lakes region of the United States. Of the fifty states, it is the 34th largest by area, the seventh most populous, and the tenth most densely populated. The state's capital and largest city is Columbus.
The state takes its name from the Ohio River, whose name in turn originated from the Seneca word ohiːyo', meaning "good river", "great river" or "large creek". Partitioned from the Northwest Territory, Ohio was the 17th state admitted to the Union on March 1, 1803, and the first under the Northwest Ordinance. Ohio is historically know...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$72,023 to $108,461
Most Popular Cities in Ohio for Contact Center Quality Manager Jobs
What does a Contact Center Quality Manager do?
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