Director, Call Quality Job - (miami, florida)
Director, Call Quality Organization:
Client Support Services Job:
Administrative Services Job Number :
Description POSITION SUMMARY Responsibilities :
Establish the strategy and goals for the area in order to exceed GCCS quality standards, working in close partnership with Production, Outsourcing Partners, Learning and Development, and Technology teams :
Lead calibration sessions with major clients, and internal areas, and Outsourcing Partners :
Make recommendations to senior management for process improvements, and revisions of policies and procedures :
Lead a team of quality call reviewers Qualifications :
Bachelors degree :
Minimum of 15 years work experience, and 7 years management experience in quality or customer satisfaction function within a customer service center :
A thorough understanding of current best practices in the quality space as it relates to call centers.
Knowledge of call recording and evaluation software :
Self:
starter, able to work with limited supervision :
Ability to analyze statistical trends, evaluate calls and write critique.
Detail oriented :
Outstanding management skills:
able to train, coach and motivate employees in a dynamic, challenging environment :
Excellent oral and written communication skills :
Excellent problem solving, and cross:
functional collaboration skills to drive results :
Ability to manage projects and see them through to completion :
Ability to organize and prioritize multiple ongoing tasks :
Passion for customer service excellence :
PC skills:
advanced knowledge of Word, Excel, and Pow Source:
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Client Support Services Job:
Administrative Services Job Number :
Description POSITION SUMMARY Responsibilities :
Establish the strategy and goals for the area in order to exceed GCCS quality standards, working in close partnership with Production, Outsourcing Partners, Learning and Development, and Technology teams :
Lead calibration sessions with major clients, and internal areas, and Outsourcing Partners :
Make recommendations to senior management for process improvements, and revisions of policies and procedures :
Lead a team of quality call reviewers Qualifications :
Bachelors degree :
Minimum of 15 years work experience, and 7 years management experience in quality or customer satisfaction function within a customer service center :
A thorough understanding of current best practices in the quality space as it relates to call centers.
Knowledge of call recording and evaluation software :
Self:
starter, able to work with limited supervision :
Ability to analyze statistical trends, evaluate calls and write critique.
Detail oriented :
Outstanding management skills:
able to train, coach and motivate employees in a dynamic, challenging environment :
Excellent oral and written communication skills :
Excellent problem solving, and cross:
functional collaboration skills to drive results :
Ability to manage projects and see them through to completion :
Ability to organize and prioritize multiple ongoing tasks :
Passion for customer service excellence :
PC skills:
advanced knowledge of Word, Excel, and Pow Source:
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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