Quality Assurance Supervisor (Call Center) GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy. We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5Star Urgent Response, The Responder, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Wal-Mart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
We empower our employees to deliver exceptional service on a daily basis. We do this by creating, managing, supporting, and training the GreatCall culture across the organization. We translate our company?s vision into applicable knowledge and actionable behaviors that are consistent and aligned for all of our business partners. Our ongoing training, support, coaching and development offer empowerment that leads to job satisfaction, a team orientation and greater pride in our organization.
About the Job
The Quality Assurance Supervisor is a key member of the Training & Quality Assurance Department, with a focus on Quality Assurance, and Customer Satisfaction for designated business unit(s). Reporting to the Quality Assurance Manager, the QA Supervisor is responsible for the day to day supervision and coaching of a team of Quality Assurance Specialists, monitoring and evaluating customer call interactions to assure consistency across business units and a continually improved customer experience. The QA Supervisor is also responsible for managing, understanding and integrating the data accumulated through the call monitoring process in order to identify critical trends and make relevant, timely recommendations to QA management, Training leadership, and applicable business units. As the main point of contact for specific business unit(s), it is critical that the QA Supervisor builds and maintains effective relationships and develops a deep understanding of the business objectives and needs.
Daily supervision, coaching, motivation, and coordination of a team of QA Specialists to assure reporting requirements and performance metrics are met
Act as the designated point of contact and liaison to assigned business unit(s)
Drive continuous improvement in monitoring efforts by using standard templates for each function and effective calibration within the QA team and with leadership from internal business units
Monitor and evaluate inbound and outbound calls and score the calls according to GreatCall?s defined internal standards
Process and analyze system reports to identify trends, patterns, or policy/process variations that could impact customer experience
Lead calibration sessions with internal and external customers to assure understanding of data, identified attributes and objectives
Develop and maintain effective working relationships with designated business unit(s) (such as: Customer Service, Direct Sales, Financial Services, Urgent Response) and across other functional groups.
Support additional special projects, reporting, and initiatives of the organization
Education: Associate?s Degree in Business or related field. Three (3) years of relevant experience in a Quality Assurance and/or Call Center operations role will be considered in lieu of degree.
Minimum 3 years of call center operations and/or quality assurance experience
Minimum 1 year of supervisory or lead experience to include managing and measuring performance, providing timely coaching and feedback, and motivating employees
Proficiency with call monitoring software (ex. Oaisys, Nice, Witness)
Minimum 2 years using Microsoft Office Suite including advanced knowledge of Excel (formula creation, managing and analyzing data)
Able to manage and analyze complex data sets
Demonstrated time management skills.
Written communication ? ability to write clearly and succinctly for a variety of audiences and purposes
Strong customer service skills
Education: Bachelor?s Degree in Business or related field
3 years experience in a supervisory capacity in a QA or call center operations role
Experience working in an environment with specific regulatory or compliance guidelines (HIPAA/CPNI)
Ability to coach and motivate others
Ability to build and manage relationships effectively across organizational departments
Experience working in large call centers and/or multiple site locations
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
||Carlsbad, CA |
THIS JOB HAS EXPIRED