Call Center Quality Manager

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Call Center Quality Manager

FIS Global
Gurugram, Haryana (+1 other)
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1 month ago
Full–time
Position Type :
Full time

Type Of Hire :
Experienced (relevant combo of work and education)

Education Desired :
Associate's Degree

Travel Percentage :
0%GENERAL DUTIES & RESPONSIBILITIES
• Oversees one or more teams of call center quality assurance representatives who perform quality monitoring for the call centers to ensure completion of tasks and attainment of departmental goals.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Resolves issues and contributes to business unit/area development.
• Responsible for leading process improvement initiatives within the call center and driving significant process change within the organization.
• Manages personnel activities of staff, i.e., hire, train, reward, motivate, discipline, terminate, performance reviews, and pay discussions.
• Provides coaching and mentoring to call center quality assurance representatives.
• May also consult with customer service managers, supervisors and team leads regarding quality monitoring trends, reports and recommendations.
• Evaluates and assesses new projects based upon size, complexity and time frame.
• Leads and provides direction around department process improvement initiatives.
• Selects and assigns appropriate project leader and team member(s).
• Serves as escalation point for issues beyond team authority; resolves conflicts involving scheduling, resources or technical issues.
• May be responsible for budgeting of department's personnel, capital and/or operations expenses.
• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
High school diploma or GED. Associate’s or Bachelor’s degree or the equivalent combination of education, training, or work experience is preferable.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customers
• Ability to lead and manage large teams effectively
• Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
• Demonstrated problem-solving and decision-making skills
• Demonstrated analytic and root cause analysis skills for process improvement initiatives
• Demonstrates effective people skills and sensitivities when dealing with others
• General skill in the use of MS Office and other standard software applications required to perform the job duties
• Ability to work both independently and in a team environment
FIS JOB LEVEL DESCRIPTION
Career level management role. Works under general direction of middle or senior level customer service management. Manages and mentors a team of Call Center Quality Assurance Representatives. Serves as a project leader and/or subject matter expert, and provides input into strategic direction. Typically requires a minimum of seven years of experience in quality monitoring or quality assurance, preferably in a call or contact center in a service industry and five or more years management or supervisory experience.