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Quality Assurance / Monitoring (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