QA Manager (Customer Experience)

Direct management of QA Supervisor and QA Specialist in Customer Experience Center

• Analyze and evaluate staff performance to develop performance plans to drive excellence providing weekly


• coaching and feedback


• Maintain a thorough knowledge of product, policies, and technology


• Monitor according to Customer Experience Center Director and company expectations


• Maintain accurate and sufficient documentation of calls via QA scorecards, including positive observations, as well as areas of needed improvement


• Provide ongoing QA Call Evaluation reporting and notification to CEC Operations


• Participate in monitoring and calibration sessions with CEC Operations


• Oversee certification of all employees during the new hire process


• Other Related Duties:
  – May give presentations and mentoring to new employees
  – May participate in action planning meetings
  – Perform ad-hoc tasks assigned and report to Customer Experience Center Director

• Education : University Graduated up


• Languages: Highly advanced communication and writing skills in English


• At least 3 years experience in a similar position


• Performance Management background


• Strong organization and planning skills


• Excellent interpersonal and communication skills


• Pleasant personality and honest


• Competency in computer skills


• Knowledge of MS Office and Google Suite


• Experience in customer service center quality assurance and management of QA departments for customer service and collections


• Proven knowledge of customer service center operations, collections and client relationships


• Ability to perform critical analysis and propose solutions


• Ability to communicate effectively with all levels in the organization