| Contact Center Quality Manager Job Description |
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| The following is a full job description for Contact Center Quality Manager. Here are the requirements and responsibilities for Contact Center Quality Manager along with statistics. If after reading this page you determine that Contact Center Quality Manager is not the position you are looking for, you may want to try one of these similar titles: Contact Center Manager, Contact Center Senior Manager, Contact Center Traffic and Scheduling Manager, Inbound Contact Center Manager, Contact Center Director, Contact Center Quality Senior Manager, Contact Center Quality Analyst I, Contact Center Quality Analyst III, Contact Center Quality Analyst II |
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| Requirements and Responsibilities For Contact Center Quality Manager |
| Manages contact center quality assurance programs. Develops policies and procedures that improve the quality of inbound and outbound customer interactions. Establishes quality standards governing customer interactions and implements monitoring programs. Defines performance metrics and quality goals that continuously improve customer satisfaction and call center performance. Designs training programs and process enhancements to correct quality issues. Typically requires a bachelor's degree. Typically reports to a director. Manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Typically requires 5 years experience in the related area as an individual contributor. 1-3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
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| Also referred to as: Call Center Quality Manager, Contact Center Quality Assurance Manager |
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| Similar Jobs: Contact Center Manager, Contact Center Senior Manager, Contact Center Traffic and Scheduling Manager, Inbound Contact Center Manager, Contact Center Director, Contact Center Quality Senior Manager, Contact Center Quality Analyst I, Contact Center Quality Analyst III, Contact Center Quality Analyst II |
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| Level of Education: Contact Center Quality Manager Salaries with No Diploma, Contact Center Quality Manager Salaries with a High School Diploma or Technical Certificate, Contact Center Quality Manager Salaries with an Associate's Degree, Contact Center Quality Manager Salaries with a Bachelor's Degree, Contact Center Quality Manager Salaries with a Master's Degree or MBA, Contact Center Quality Manager Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
