Manager Quality Assurance-Call Center Remote

Stericycle Incorporated Remote
manager quality assurance assurance call center remote call center quality assurance assurance management team data manager drive
March 6, 2023
Stericycle Incorporated
Crystal Lake, Illinois
About Us:
At Stericycle, we deliver solutions and drive innovations that protect the environment, people, and public health.This includes working to create a more sustainable, shared future.
Our innovative solutions make a difference in people's lives, communities, and our planet by protecting their health and well-being.Change your career.Change your world.Join Stericycle and help protect health and well-being in a safe, responsible, and sustainable way.Position Purpose:
Responsible for managing a team of Quality Assurance professionals dedicated to providing insights and feedback to ensure call center agents are performing at or above quality standards.
Conducts quantitative analysis to provide recommendations for developing call center agents.
Activities include managing Quality Assurance team member performance, conducting data analysis and reporting, recommending and facilitating process improvements, and change management to ensure that call center performance meets customer expectations.
Serves as a key contact for managers, supervisors and senior management in regard to quality performance, processes, and reporting.
Directs staff in the efficient and effective monitoring of customer interactions across the Call Center(s) by leveraging Quality Assurance industry best practices in order to achieve call center agent and customer satisfaction goals.Key Job Activities:
Manages overall Quality Assurance program for Call Center(s) by establishing and maintaining processes and objectives to ensure quality standards are met.
This includes analyzing trend data, providing recommendations for improvement, and ensuring consistent, reliable, and quantitative insights are provided to drive improvements and provide an exceptional customer experience.Develops a comprehensive plan for random sampling of customer interactions that is reflective of the multi-channel customer experience and the agent population and skill level.
Serves as administrator for the QA software and ensures optimized utilization of the QA tools.
In addition, supports the CE Operations leadership team in providing consistent direction and feedback to agents through new and existing processes.
Assists in the development and delivery of accurate, detailed, timely and user-friendly reports/dashboards for both managers and agents.
Obtains a thorough knowledge of all data repositories to ensure dashboards are accurate and include the appropriate data to drive to desired results.Partners with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training and presentations.
Facilitates meetings with call center operations leadership to ensure calibration on Quality Assurance standards.
Recruits, trains, and develops an effective and efficient QA staff.Makes every reasonable effort to select, train, and develop qualified, diverse workforce.Establishes and communicates performance standards and objectives; conducts performance appraisals.Counsels employees on educational and job opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company.
Administers all Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety.
Perform other duties and responsibilities, as assigned.Education:
Preferred Education:
in Bachelors or EquivalentExperience (North America & LATAM):
Bachelors or equivalent work experience preferred 5+ years of experience leading Quality Assurance in a call center environment required Experience with Call Miner and Calabrio a plusBenefits:
Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan.
Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.Disclaimer:
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job.This document does not create an employment contract, implied or otherwise.Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.
Associated topics:
chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

Report this job

Similar jobs near me

Related articles