Quality Manager

Los Angeles, California, United States | Sales Planning & Trade Technology | Full-time | COVID-19 remote

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Quality Manager

Increase the efficiency of our Contact Center operations while enhancing the quality of customer interactions. The successful candidate will be responsible for establishing a best-in-class quality management team through establishing brand driven quality evaluation standards, implementing automated evaluation strategies, and enhancing Contact Center performance through engagement and gamification.

 

Responsibilities

  • Build a high performing data driven Quality Management team to develop and implement a cross-functional QC process aligned with business and Call Center objectives
  • Manage and evolve the QM/PM functionality in the Genesys CX platform
  • Track and leverage new QM/PM developments in the Genesys CX platform
  • Use data to analyze performance needs, identify trends, fine tune quality assessments, and provide feedback to Trainers and Managers
  • Document change management procedures for processes affecting client interactions
  • Oversee the automation of AI driven cross-channel quality evaluations and score delivery
  • Create quality and performance management strategies incorporating end user engagement
  • Collaborate with Managers to derive SLAs and communication plans about evaluation metrics
  • Track brand strategies, industry standards, and global events driving variations in customer interactions
  • Act as liaison between stakeholders and Genesys technical support for issues with QM/PM
  • Establish a cadence of calibrations and feedback sessions with developers, trainers, supervisors
  • Recommend best practices for performance management to business units
  • Report on current performance trends to Management and Executives
  • Effectively communicate data backed findings about items affecting quality to other groups

Preferred Knowledge/Skills, and Experience

  • 3+ years experience managing a Quality Management team including developers, analysts, and quality monitors in a Contact Center environment
  • 2+ years experience with Quality and Performance Management on the Genesys CX platform
  • Prior experience and in depth understanding of omni-channel contact centers
  • Prior experience with implementing AI and the automation of quality evaluations
  • Ability to derive conclusions from sentiment and engagement analytics
  • Deep experience with Contact Center operational components inclusive of interaction handling, quality management, performance management, and workforce engagement
  • Create data driven presentations for executives on short notice
  • Adept at handling multiple simultaneous projects  
  • Excellent written and verbal communication skills with an aptitude for analytical thinking
  • Ability to work in a fast-paced dynamic environment with shifting priorities
  • Must be proactive, self-motivated, and be able to work both independently and collaboratively

Education

  • Bachelor’s Degree (Recommended)
  • Required Genesys Quality Management Certified Specialist