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Quality Assurance / Monitoring
Quality Assurance / Monitoring
Quality Assurance / Monitoring
Date Posted:
2008-09-08
Call Center Company: AMPM Connect Call Center,
Description:
AMPM Connect Call Center, is looking for individuals who are qualified for the position of Quality Assurance / Monitoring.
Successfuly applicants for Quality Assurance / Monitoring will have a great career in AMPM Connect Call Center,.
Responsibilities:
# Provide strategic planning and goal setting by analyzing data from the quality assurance department to ensure customer satisfaction
# Analyze the existing call centre-wide quality assurance, quality monitoring and adjustments programs to retain the effective support structure or create a new support structure to ensure the delivery of quality services to our clients and customers
# Identify the highest areas of risk in the service organization and determine a course of action for improvements
# Analyze data and create reports to ensure service breakage trends are immediately identified
# Develop a plan to implement best practices business strategies in the areas of quality assurance, quality monitoring and adjustments
# Direct and develop the department management and other staff to identify areas where process improvement and systems enhancements are necessary to increase productivity and improve the overall customer experience
# Create and administer divisional capital budget and expenditures.
# Continually investigate and introduce process improvement measures and present suggestions to the Call Center Vice President for consideration
Knowledge, Skills and Abilities
* Proven ability of attention to details
* Proven ability to work independently and oversee all aspects of quality assurance Possess strong leadership, project management and problem analysis skills
* Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence
* Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines
* Proficient in a Windows-based computer environment.
* Able to type and enter data quickly and accurately into a computer.
* Excellent verbal communication skills with professional telephone etiquette.
* Basic written communication skills.
* Strong problem solving skills.
* Previous customer service experience preferred.
* Must have ability to work independently and in team environment.
* Most possess initiative and willingness to take action.
Interested applicants may send their resume to recruitment@ampmconnect.com
Call Center Directory advises to all job seekers to apply as walk-in applicant for Quality Assurance / Monitoring job opening of AMPM Connect Call Center,.
Related Jobs:
Requirements:
Candidate must possess at least a Bachelor's/College Degree , any field.
At least 2 year(s) of working experience in the related field is required for this position.
Preferably Supe
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RESPONSIBILITIES:
* Drive coloration and strategy of the customer satisfaction process to the internal quality process.
* Ensures QA Department is implementing TeleTech Quality Assurance B
JOB PURPOSE
The job purpose is to manage a group of fifteen CSE to make sure all the processes are adhered to the client's specification to meet quality standards.
KEY RESPONSIBILITIES
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