Primary Services is actively recruiting for a Quality Management Supervisor to drive the quality management program within call centers, both locally and nearshore. This pivotal role involves collaborating closely with the Director of Training & Quality to establish and maintain a successful quality management program for our esteemed client’s local and nearshore teams.
Responsibilities:
- Work closely with the Director of Training & Quality to make informed decisions regarding the Quality Management (QM) program for all QA teams and call center agents.
- Provide strong leadership and support to direct reports, fostering personal and professional development to maximize effectiveness.
- Oversee teams to ensure consistent delivery of timely and accurate results for tasks and assignments.
- Align team goals and culture with company objectives through regular team meetings, 1:1 sessions, and work reviews.
- Supervise nearshore and local QA teams, observing various call interactions such as service, sales, escalation calls, and written communication.
- Manage average quality scores across call centers, ensuring alignment with SLAs and customer expectations while identifying training/coaching opportunities.
- Generate daily, weekly, and monthly reports to track QA team progress, daily scores, feedback provided, and supervisor coaching.
- Analyze evaluation results to identify trends, knowledge gaps, and areas for improvement to enhance overall customer experience and revenue.
- Lead weekly calibration calls to ensure consistency in scoring techniques and metrics for fair and accurate evaluations.
- Provide feedback and coaching to supervisors/agents when scores fall below average, identifying areas for improvement.
- Assist in documenting CX processes and QA best practices to enhance learning resources for teams.
- Provide daily support to QA teams, aiding inquiries and maintaining open communication.
- Ensure adherence to company and department policies by accurately scoring call recordings and written communications using predetermined metrics.
Qualifications:
- Bachelor’s degree in a relevant field or 3 years of experience in a previous quality management role required.
- Previous experience leading a team, managing performance, scheduling meetings, and implementing processes necessary.
- Experience in observing and evaluating call recordings and/or written communications within a call center environment is essential.
- Strong oral and written communication skills, with the ability to handle strong personalities confidently.
- Excellent collaboration skills with problem-solving abilities and effective time management.
- Strong business writing skills and experience in developing correspondence.
- Ability to analyze data from scorecards and progress reports to make informed decisions about trends and training needs.
- Self-starter with a collaborative approach to drive the best outcomes for customers and agents.
Preferred Skills and Experience:
- Previous experience supporting call center teams preferred.
- Specific experience in retail energy or mass markets B2B is advantageous.
- Familiarity with Salesforce, NICE/CX One, ERCOT, PJM, NYISO, ISONE, or MISO is beneficial.
- Knowledge of PUC and TDSP/TDU standards and regulations is advantageous.
- Experience with Excelergy (XLRG/RevenueManager) billing platforms is a plus.
Apply now!
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