Abeka Office Quality Assurance Supervisor

Dedicated to Excellence, Committed to Service

Abeka Office Quality Assurance Supervisor

The Quality Assurance Supervisor oversees the contact center's quality program. This role will be responsible for monitoring agent interactions with customers, providing feedback to agents, and directing Quality Analysts to implement and execute the quality program. This person will need to become a subject matter expert on Abeka products, policies, and procedures. Direct the customer satisfaction survey process.

Industry Trending

Monitor and research contact center industry best practices to improve the customer experience. Identify and implement tools targeted at improving the quality of customer service and business performance. Conduct calibration sessions with management team. Collaborate with vendor partners to ensure quality standards are consistent between partners and consistent with industry standards.

Monitor Calls

Monitor incoming and outgoing agent interactions, via voice, email, and chat, to ensure agents are interacting with customers in accordance with Abeka guidelines. Measure agent quality performance to align with company objectives and requirements. Observe interactions in three different ways : live, recorded, and side-by-side, while communicating feedback to encourage preferred behaviors and practices, improving the customer experience.

Process Improvement and Reporting

Evaluate and improve processes to increase efficiency and customer satisfaction. Enhance the quality form as needed. Direct the customer satisfaction process and report on key metrics such as CSAT, FCR, and NPS. Identify opportunities to increase agent knowledge and keep policies and procedures up-to-date. Provide weekly and monthly reporting to management on the contact center quality assurance performance. Identify trends and areas of opportunity for additional training.

Employee Development

Create and implement quality training plans for new and existing employees, as well as incentive programs to boost performance. Coach and develop the QA Analysts. Assist supervisors in coaching agents that need additional help in the quality program. Initiate daily positive interactions with customer service employees to promote confidence, energy, and enthusiasm.

FLSA Status - Scanning (Non-exempt)

Education : College Degree, HS (Required)

Work Experience : 1+ years in customer service, 1+ years in customer service management, 1+ years in management

Physical Requirements and Skills : Customer Service, Microsoft Office, Operate standard office equipment, Written and Verbal Communications (Inactive)