Segoso Caribbean Mexico Mexico
2 months ago
Sequium Asset Solutions, a national leader in the ARM industry, has an exciting opportunity for a Quality Assurance Manager , who is a dynamic energetic critical thinker prepared to utilize innovative techniques to design, improve and maintain quality assurance processes for one of the most exciting and fastest growing companies in the industry. We have transformed the Receivables Management process using cutting-edge technology that digitizes the customer communication experience. Our mission is to provide uncompromising operational excellence by setting the highest standards in service and reliability.
This position will be located at our Marietta Corporate headquarters. As the Quality Assurance Manager, you will take part in the development and implementation of strategies for increased performance, revenue achievement, staff development and data analysis. The ideal candidate will be someone experienced in managing a team of Quality Assurance Representatives and participating in... the development of our operations staff.
Other responsibilities include, but are not limited to: l ead design and improvement of quality assurance processes to ensure excellent customer experience, build and lead efforts to monitor, analyze and report on Inbound and Outbound customer calls, enforcing Standard Operating Procedures (SOP's) and other governing documents that include service quality standards, quality scorecards, monitoring processes, coaching requirements, and continual improvement actions, support management focus on review of key drivers, metrics, and operational processes that drive balanced scorecard and account profitability goals, drive and facilitate performance analysis, identify trends, and make recommendations to drive ongoing performance improvements, and facilitate and maintain internal and client reporting cadence for quality functions.
Requirements: College degree preferred, minimum 3 years management experience with 1 -2 years being in call center management, working knowledge of applicable customer contact systems, monitoring systems, and reporting software / applications, analytical and process improvement skills, effective feedback, coaching, and motivation skills, excellent oral and written communications, strong interpersonal skills / performance-oriented, sound organizational and team-building skills, ability to work and adapt in a dynamic and fast-paced environment, proficiency with MS Office Products - Excel, PowerPoint, and Word applications, BI and speech analytic software, champion for high employee morale and an advocate to support positive change in our call center culture
We offer : Competitive salary, 401K, PTO, medical, dental, vision, LTD, STD,
EOE M/F/V/D b/g check, drug screening req
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