Contact Center Quality Manager jobs in Virginia
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
Assistant Contact Center Manager
- United States Senate Federal Credit Union
-
Staunton, VA
FULL_TIME
-
Job Description
Mission:
In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.
Culture Competencies: S.T.R.I.V.E- Maintains our members and employees trust by safeguarding their financial data and information.
- Values and respects everyones abilities, opinions, and feedback to achieve trust, safety, and well-being in a friendly, welcoming, and cooperative environment. Actively devoted to our motto of "better together."
- Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
- Generates innovative ideas, supports change, provides new efficient solutions, and solves problems creatively while balancing risk.
Under general supervision of the VP of Retail Operations and in compliance with Credit Union policies and procedures, assists the Contact Center Experience or Operations Manager in the day-to-day organization and direction of contact center operations. Ensures that account, teller, and loan services or other duties as assigned are provided in a manner consistent with Credit Union policy, practice, and goals.
Major Duties And Responsibilities- Engages & assists in the development of departmental business plan, goals, strategies, and tactics. Ensures sales and service goals are understood and met at the individual level.
- Assists in the development and execution of a staffing plan, coordinating daily assignments and hourly schedules to ensure adequate coverage from a workflow perspective.
- Assists in daily execution of high-quality service to all internal department staff and members. Escalates issues in accordance with retail processes. Assists in the recruiting, hiring, and coaching of staff.
- Evaluates staff performance, Prepares the 90 Day Review, assists in the preparation of the annual reviews & performance improvement plans. Participates in the delivery of the employee reviews & provides constructive feedback.
- Collaborates with the Member Experience Manager to build and maintain employee relationships and team spirit.
- Develops reports for individual goals and metrics.
- Monitors and inspects staff compliance to regulations, policies, and procedures, reporting gaps to managers.
- Participates with the Member Experience Manager to understand, communicate and execute marketing events and promotions.
- Collaborates with the Member Experience Manager & Human Resources for timely resolution of personnel issues
- Handles member escalations and staff overrides.
- Ensures awareness to physical security policies.
- Maintains Expertise in Credit Union Functions, Retail Duties, Knowledgebase, and Regulations. Complies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies to include but not limited to the Credit Union Bylaws, Credit Union Code of Conduct, Credit Union Employee Guidebook, Bank Secrecy/Anti-Money Laundering Act, Fair Housing Act, Fair Lending Act, and Fair Credit Reporting Act.
- Assumes the responsibility of the either the Contact Center Experience or Operations Manager in their absence.
- Performs other duties as assigned.
Education:High school diploma or equivalent plus (5) five years relevant experience or bachelors degree in business or related field and one (1) year relevant experience required.
Experience: Three (3) years of supervisory/managerial responsible experience in a contact center environment with prior consumer lending, teller operations, collections, new accounts, banking regulations operations preferred.
Skills:Working knowledge of consumer lending required. Excellent math and analytical skills required. Ability to manage multiple tasks and supervise multiple people in a challenging environment. Excellent critical thinking skills required. Proficiency with PC applications such as Outlook, Word and Excel required.
Communication:Excellent oral and written communication skills required. Ability to communicate in a professional and effective manner with all levels of Credit Union staff, vendors, Board Members, and members.
Supervisory:Minimum (2) two years of managerial experience required.
Time In Service: None Required.
Equal Opportunity Employer/Veterans/Disabled
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
Keyword: Assistant Contact Center Manager - Just Posted
Export Contact Center Manager
- ZIM
-
Norfolk, VA
FULL_TIME
- Main Purpose To manage the daily activities of the Export Contact Center which handles all incoming phone and email communications from customers. The Manager also monitors performance and provides on...
- 26 Days Ago
Support Center (Service Desk) Manager
- CGS Federal (Contact Government Services)
-
Stafford, VA
FULL_TIME
- Employment Type: Full Time, Mid-levelDepartment: Information TechnologyCGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-ranging technical support initiative fo...
- Just Posted
Support Center (Service Desk) Manager
- CGS Federal (Contact Government Services)
-
Norfolk, VA
FULL_TIME
- Employment Type: Full Time, Mid-levelDepartment: Information TechnologyCGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-ranging technical support initiative fo...
- 10 Days Ago
Quality Manager
- The Building People Career Center
-
Quantico, VA
FULL_TIME
- Job Description/Summary: The Building People, LLC, has a position open for a Facilities Quality Manager. The Facilities Quality Manager will provide oversight and management of the facility operations...
- 20 Days Ago
Import Contact Center Representative
- ZIM
-
Norfolk, VA
FULL_TIME
- Main Purpose of the Role: The Import Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communicatio...
- 1 Day Ago
Contact Center Quality Manager jobs at Popular Companies
Contact Center Operations Manager
- IGT Solutions
-
Philadelphia, PA
- Position: Operations Manager Location: Philadelphia, PA Job Responsibility: IGT Solutions is looking for a Operations Ma...
- 6/2/2024 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...
- 6/2/2024 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 ...
- 6/2/2024 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 ...
- 6/2/2024 12:00:00 AM
Contact Center Operations Manager
- Semmes Murphey Clinic
-
Memphis, TN
- Job Type Full-time Description Semmes Murphey Clinic's mission is to deliver the best care for people suffering from neu...
- 5/31/2024 12:00:00 AM
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...
- 5/31/2024 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...
- 5/30/2024 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...
- 5/29/2024 12:00:00 AM
About Virginia
Virginia (/vərˈdʒɪniə/ (listen)), officially the Commonwealth of Virginia, is a state in the Southeastern and Mid-Atlantic regions of the United States located between the Atlantic Coast and the Appalachian Mountains. Virginia is nicknamed the "Old Dominion" due to its status as the first English colonial possession established in mainland North America and "Mother of Presidents" because eight U.S. presidents were born there, more than any other state. The geography and climate of the Commonwealth are shaped by the Blue Ridge Mountains and the Chesapeake Bay, which provide habitat for much of ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$73,694 to $110,983
Most Popular Cities in Virginia 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