Quality Assurance Manager | T55

Job Description:
Manages multiple projects
Supervises QA Analyst and leads
Understanding of budgeting and staffing
Manages quality improvement processes
Understands call center trends and reporting
Strategic and visionary in approach to issues; innovative problem solving skills
Working knowledge of company financial objectives
Customer service driven
Ability to build strong client/customer/staff relationships
Thrives as a team player in a fast-paced, high-energy, change-oriented environment
Primary point of contact relative to QA processes, tools and staff.
Develops and ensures daily execution of QA processes and support to the QA Sup/Leads for each site/program.
Provides data intelligence relative to team-wide behavior opportunities. Leads QA improvement initiatives in conjunction with operations, training and acct management
Performs other related duties and assignments as required and as assigned

Requirements:
Three (3) to Five (5) years call center management experience preferred
Excellent oral and written communication skills
Strong Match and Analytical Skills
Monitoring Productivity Management
o QC Tools Know-How
o Root Cause Analysis
o Metric Correlation Analysis
o CSAT Deep Dive Analysis
o Pareto Diagrams
o Cause & Effect Diagrams
o Histograms
o Check Sheets
o Graphs
o Control Chart
o Scatter Diagram