Job Information
TEKsystems QA Manager (Call Center NOT Engineering/Analytical) in Renton, Washington
MUST BE ABLE TO WORK ONSITE IN RENTON, WA
THIS IS NOT A TECHNICAL/ENGINEERING ROLE
Description:
• The Call Center QA Manager is responsible for collaborating with management and compliance to ensure quality metrics are met by the licensed agents through adherence to our best practices and procedures
• This position evaluates and identifies key behaviors that drive and/or reduce sales to improve the customer experience
• Direct supervision of Call Center Quality Assurance Coordinators
• Enforce policies, procedures, and best practices;
• Ensure that call center reps meet quality, compliance, and guidelines through all interactions with customers;
• Perform routine audits and track call performance;
• Instruct coordinators on best reporting and coaching techniques;
• Work with Sales Managers to enhance and condition compliant sales behavior and sales practices;
• Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Call Center Sales Manager;
• Develop reporting KPI's
Additional Skills & Qualifications:
• 1-3 years' experience in call center quality assurance
• High School Diploma or GED at minimum
• Ability to monitor recorded calls and ensure agents stay compliant with company policies and procedures
• Knowledge of the general industry procedures, standards, systems, resources, practices, and terminology
• Strong ability to effectively communicate, interact, and work with individuals and groups
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.