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  • Supervisor of Member Services – Quality Assurance

Supervisor of Member Services – Quality Assurance

  • 09 Mar 2015 6:35 PM
    Message # 3245767

    Job Title: Supervisor of Member Services – Quality Assurance

     

    Location:

    Austin, Texas

    Department:

    Member Services

    Reports To:

    Director of Member Services

    The Supervisor of Member Services – Quality Assurance will oversee the day to day and on-going quality assurance of the center along with the coaching and development of the frontline support teams and their coaches while also assisting the Director of Member Services in strategic center projects.  You will also assist with maintaining desirable service levels for clients, supporting and developing your direct and indirect staff, various department projects and assist with client level reporting, training/development, workforce management and process/procedure development.

    Job Responsibilities:

    ·         Assist with staffing, developing training programs, soft/individual skills and managing a team of escalations, product experts, soft/individual skills, customer service, and restoration employees

    ·         Manage, coach and provide leadership to internal quality assurance coaches/leads and staff

    ·         Development initiatives to improve operating efficiencies, quality and service levels.

    ·         Provide metrics to Director of Member Services and Vice President of Customer Support on coaching/development initiatives and ongoing center/individual performance

    ·         Establishes customer service goals and supports results through best practice leadership and management principles by identifying and supporting the service drivers that provide an outstanding member experience

    ·         Develop and propose new ideas to continually improve customer service levels to ensure that company programs are highly differentiated and 'best in class' with a “white glove” standard

    ·         Ensure center teams are provide a “white glove world class” level of service

    ·         Address and resolve center and team escalations while providing guidance and/or feedback to ensure the situation does not re-occur

    ·         Personal development will focus on becoming an industry and company product expert

    Job Requirements:

    ·         Over 6 years of experience in a variety of call center/customer service environments with a focus on quality assurance and coaching/development of front line customer interacting teams with at least 4 years in a leadership role

    ·         Bachelor’s degree preferred

    ·         Strong operational experience in problem solving with demonstrated ability to innovate and achieve goals

    ·         Financial Services, Insurance and/or Credit Report experience preferred.

    ·         Certified Fraud Examiner and/or Certified Identity Theft Risk Management Specialist certification preferred.

    ·         Investigation, Case Work, Loss Prevention, Fraud, Loss Avoidance/Prevention and Project Management experience preferred

    ·         Fraud Investigation, Case Investigation, and/or Loss Prevention Team management experience preferred

    ·         Possess excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment

    ·         Bilingual within English/Spanish and/or English/French preferred

    ·         Ability to motivate, implement and execute new process and procedures effectively

    ·         Strong interpersonal, organizational and follow-through skills

    ·         Highly flexible with a strong commitment to a deadline-oriented environment

    ·         Strong technical background to understand optimize workflow and making sure technology systems meet business requirements, including CRM/CSM and telephony systems

     

    Apply here https://hire.jobvite.com/j?cj=oBLw0fwC&s=Austin_Contact_Center_Alliance or at www.csid.com/careers 

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