Contact Center QA Supervisor
Guardian Protection Products

Job Info

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JOB DESCRIPTION

GENERAL SUMMARY

The Contact Center QA Supervisor is responsible for the oversight and management of the quality of written/oral communication and internal processes of the Contact Center. Position will directly support Data Entry Agents, Adjudication Agents, and Resolutions Agents as well as Team Leads and Supervisors in maintaining departmental standards and works directly with management of the Contact Center and Plan Services to ensure optimal performance of the contact center. This is accomplished by ensuring that agents are adhering to all scripts and appropriately referencing established job aids to meet the Contact Center's expectations. Position is responsible for establishing and maintaining a program that measures and improves the quality in all categories consistently. Position will consistently and frequently monitor calls, provides feedback to include but not limited to coaching and mentoring call center agents. This position will review Activity, Quality Assurance, CSAT and other reports and scores with call center agents as needed.

PRINCIPLE DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. This job description is intended to describe the general nature and level of work to be performed by the individual assigned to the position. Job results and criteria are intended to describe those functions that are essential to the performance of this job other duties may be assigned.

• Maintain availability to support the Claims Entry, Adjudication, Resolutions teams, and Team Leads with questions and provide guidance in supporting appropriate communication and process quality.
• Monitor call center agent's calls for accuracy and customer experience.
• Ensure team is correctly adjudicating service requests according to established company polices and Protection Plan purchased.
• Ensure service requests have been routed to appropriate department/personnel.
• Professionally assists/guide/support call center agents with established contact center policies, procedures and Standards of Operation (SOP's) to include assisting with escalations and unsatisfied customer situations.
• Assist/guide/support all call center agents in determining best step/method/procedure/standard to use to solve problems or objectives.
• Provide feedback and coaching to team members to ensure their individual and teams success.
• Must be able to work hours as required to include 2nd shift hours and weekends if so directed.
• Establish, monitor, review, and distribute reports of call center activity - use appropriate reporting to guide action planning for performance management and improvement.
• Maintain a consistent flow of communication to all contact center counter parts to ensure identified opportunities are being addressed.
• Oversee projects as directed by the Contact Center Director of Customer Experience.
• Take full accountability the overall quality of the Contact Center.

KEY PERFORMANCE INDICATORS (KPI's)

In order to meet the requirements and expectations of this position as well as the overall corporate goals/targets, the following metrics (quantitative and qualitative/observable) will be monitored and reviewed on an ongoing basis.

• Customer Satisfaction (CSAT) - the average of the team's customer satisfaction results. Measured by post-contact telephony surveys, and the percentage of agent escalations against total inbound calls.
• Service Order Accuracy (SOA) - the average of the team's percentage of coaching opportunities to claims entered or worked.
• Call Quality (QA) - the average of the team's results in soft skills, script compliance, and information/advisement accuracy on recorded calls.
• BBB Rating - the alphabetical rating provided by the Better Business Bureau derived from customer feedback

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience and Education Required

• Minimum two-year Associates Degree or equivalent work experience
• Prior contact center experience required
• Prior experience in supervision of others required
• Career Readiness Certification (CRC) preferred
• Working knowledge of Microsoft Office Suite: Office, Excel, Word, PowerPoint, OneNote

Specific Knowledge, Skills, and Abilities Required

• Ability to manage difficult, escalated calls, claims and emotional customer situations with calm professionalism
• Respond promptly to customer needs
• Respond to requests for service and assistance
• Strong conflict resolution skills
• Ability to maintain confidentiality of personal and related topics
• Strong technical skills
• Outstanding Customer Service skills
• Professional oral/phone skills to include speaking clearly and persuasively in a positive professional tone during negative or difficult situations
• Ability to work with direct manager and other managers/business leaders to ensure cost containment
• Ability to motivate others and establish a positive professional team environment
• Ability to adhere to established policies and procedures and lead by example
• Completes tasks/projects correctly, completely and on time
• Requires the skills and abilities to professionally react well under pressure
• Follow through on commitments
• Ability to communicate in written forms clearly and concisely
• Requires strong sense of accountability
• Strong prioritization and time management skills
• Effective communication always including, but not limited to communication with peers, employees, customers, technicians, retailers and distributors

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

No extraordinary physical demands will be required. The individual will be sitting at a desk for extended periods of time. The individual may do some walking through facility and occasionally light lifting (up to approximately 20 pounds). The individual is required to stand, reach, write, talk, see and hear.

WORK ENVIRONMENT

Professional Contact Center/Office environment

This job has expired.