Job Description

Position Summary:

The Quality Manager oversees the Contact Center Quality program and provides direct support for Transaction Monitoring requirements, or Sales Verification or other requirements for a program or a vertical account either within a site and/or across multiple locations or region.

This incumbent will supervise all personnel assigned to the quality program. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring (Quality Coach) Team. Additionally this incumbent is responsible for their staff and program development.

The quality manager is responsible for the proactive identification of account level performance related opportunities by KPI up to and including but not limited to customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, knowledge management improvement areas by client program. The Quality Manager works closely with the Operations team in support of clients and programs. This position has direct client interface and is responsible for the overall quality program.

Overall Responsibilities:

• Maintain and monitor accurate performance trends for each direct report as overall team level performance.


• Manage resources across the assigned vertical/portfolio (i.e. personnel schedules, technology by account needs).


• Evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans.


• Identify and develop programs for overall quality improvement.


• Ensure facilitation and coordination of calibration process and sessions (both internal/external)


• Develop and maintain strong working relationships with internal operations personnel and clients.


• Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.


• Oversee and administer audits of key support processes within each account.


• Conduct periodic audit of staff and departmental processes and recommends change.


• Ensure consistent application of the quality process/system.


• Attend and/Facilitate Client Calibration or monitoring sessions.


• Facilitate Quality training and/or initiatives as needed.


• Deliver client-facing presentations related to contact center quality.


• Responsible for day-to-day oversight and functional supervision of the program, including work assignment, performance and attendance oversight; administers Transaction Monitoring team coaching and development and all associated performance management responsibilities, drives input into selecting, training, developing, and completing performance. appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.


• Identifies and develops continuous improvement opportunities applicable to account, workgroup and department.


• Utilize common process methodology for process improvement.

Job Requirements:

• Proven ability to manage people, processes, and technology.


• Strategic thinker and strong analytical skills.


• Excellent understanding and QA principles.


• Client Relationship exposure.


• Experience with developing a QA team/program in a call center environment.


• Superior written and verbal communication skills and presentation skills.


• Excellent leadership and developmental skills


• Demonstrated success managing new initiatives while meeting operating


• and budgetary requirements.


• Strong knowledge of call center software, technology and key indicators.


• High internal customer focused orientation


• Excellent Time Management


• Planning/ organizing / prioritizing skills.


• Minimum 2-years of direct supervisory experience within an inbound/outbound contact/call center, required.


• Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook


• Call Center Operations experience


• Strong working knowledge of Transaction Monitoring systems, preferably Nice, Witness, Verint, etc.


• Highly analytical


• Strong Presentation Skills


• Team-oriented


• Ability to manage and develop a team across multiple sites, virtual team experience.


• Self-motivated


• Performance-oriented


• Excellent oral and written communication skills, in English


• Ability to build rapport and work effectively with all levels of management and clients.


• Ability to Travel

Education/Experience:

• Top Tier Quality Experience


• Program Level Experience required.


• College experience or related work experience.


• 3-5 Years of relevant supervisory experience


• Must have strong background and knowledge in Quality assurance areas.


• Strong Business Process Improvement knowledge and/or Training Preferred.


• COPC, APAQ, Transaction Monitoring, Six Sigma background/experience preferred.


• Completed course in Transaction Monitoring/Call Center Quality Program, preferred.

Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources


• provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.


• Protect company assets, systems, proprietary and confidential information in accordance with arvato Confidentiality policy and Corporate Information Security Policiesand Procedures.


• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process


• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

Method of Application

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