Contact Center Quality Assurance Supervisor
SAG-AFTRA
Los Angeles, CAThis was removed by the employer on 3/18/2016 7:09:00 AM PST
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Full Time Job
POSITION PURPOSE:
The Contact Center Quality Assurance Supervisor is crucial to ensuring that SAG-AFTRA Service Center Representatives meet and exceed the service deliverables expected from our members through phone, chat, and e-mail conversations.
ESSENTIAL DUTIES & RESPONSIBILITIES:
This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.
•Responsible for scoring and/or assessing the quality of inbound calls, chats, and e-mails taken by our Service Center Representatives
•Evaluate demeanor and ensure representatives adhere to outlined policy and procedures, possess technical accuracy, have documented contacts correctly and escalated appropriately
•First point of contact for escalations via phone, chat, and email, and provides de-escalation feedback and guidance as appropriate, in both English and Spanish
•Ensure continued alignment with SAG-AFTRA's quality expectations through documenting performance results via quality assurance form
•Provides feedback to Service Center Leadership including observations, scoring, noted improvements and opportunities, and participates in coaching sessions as needed
•Available for real-time monitoring and feedback of contacts
•Prepares quality trend reporting on a representative and department level
•Periodic review and updates of evaluation form, and recommends changes to auditing processes in response to changing business needs and further fostering the member experience
•Coordinates and facilitates calibration sessions for the service center representatives
•Assist with quality focused training
REQUIRED KNOWLEDGE, SKILLS & ABILITIES:
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of this job with or without reasonable accommodation, using some other combination of skills and abilities.
•Demonstrated ability working in a Quality Assurance environment in a call center environment.
•Strong attention to detail, including an aptitude to understand the impact of multiple variables and determining if the correct action was taken by the Representative to solve the problem - with the goal of a first contact resolution.
•The ability to work independently while still being part of a team.
•Ability to adapt to change as needed, including learning policies, procedures, and best practices of other business units within the company.
•Superlative interpersonal skills: High degree of patience and tact, and must be able to cultivate respectful, strategic, and collaborative relationships with people from diverse backgrounds; both internally and externally.
•Hold yourself and others accountable for a high level of performance and integrity.
•Must be able to work in a challenging environment where constructive feedback from others is encouraged.
•Have an understanding and awareness of worker rights impacting SAG-AFTRA members.
•Must maintain regular and acceptable attendance at such level as is determined at SAG-AFTRA's sole discretion.
•Must be available and willing to work extended hours per day or per week, including weekends and holidays, as SAG-AFTRA determines is necessary to meet its business needs.
•Must be available and willing to travel to such locations and with such frequency as SAG-AFTRA determines is necessary or desirable to meet its business needs.
MINIMUM QUALIFICATIONS:
Education and/or Experience:
•High School Diploma required / Bachelor's Degree preferred
•Fluency in Spanish, both in verbal / written form is required
•2+ years direct Quality Assurance experience in a call center environment
•Must have a passion for customer service, and enjoy interacting with people
•Entertainment industry experience preferred, but not required