CIC Quality Assurance Supervisor

Essentials Functions

• Oversee the quality assurance process and team by monitoring and evaluating customer interactions across various channels (phone, email, chat) to ensure compliance with company standards and policies.
• Organize and lead regular team meetings to discuss quality assurance goals, share best practices, and address any challenges faced by team members.
• Provide constructive feedback and coaching to team members based on scorecards and quality assessments, fostering a culture of continuous improvement and professional growth.
• Generate and analyze quality assurance reports to identify trends, areas for improvement, and training needs.
• Cross-collaborate with teams to develop and implement quality assurance processes and best practices that enhance customer satisfaction and operational efficiency.
• Lead training programs for new hires and existing staff, focusing on quality standards and customer service excellence.
• Deliver training programs for new hires and existing staff, focusing on quality standards and customer service excellence.
• Maintain accurate records of quality assessments, coaching sessions, and training materials to ensure compliance and facilitate knowledge sharing within the team.
• Support cross-training initiatives within the contact center to enhance team versatility and ensure a comprehensive understanding of quality standards across different roles.
• Work closely with other departments, such as training, operations, and customer experience, to ensure alignment on quality standards and customer service initiatives.

Supervisory Responsibilities

• Supervise a team of Contact Center Customer Service Representatives.

Minimum Qualifications

• A high school diploma, G.E.D., or equivalent required.
• 2-4 years of experience in a contact center environment.
• This position requires passing and maintaining federal and state security background checks.

Preferred Qualifications

• 1-2 years of experience in a supervisory role.
• A bachelor's degree in a related field.

PHYSICAL AND MENTAL DEMANDS

• The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER EEO/AA Employer/Vet/Disabled