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Job Summary:
The
Developer Support Quality Program
Manager will
be responsible for improving the
overall quality of contact center
performance through both qualitative and
quantitative means, as measured by
customer satisfaction. He/She will be responsible
for performing root cause analysis and
working with contact center management
to create programs to address these
underlying causes through initiatives
that show measurable results.
The
Quality Program Manager will follow a
structured process for identifying
issues and addressing them and will
ensure that the effectiveness of
solutions can be measured and evaluated.
The focus will be on process and
procedural issues that prevent Company
from hitting high performance quality
targets at the program level, but
solutions will also be directed at site,
team, and individual agent performance
as necessary to maintain consistency
throughout the contact center and to
help the contact center achieve
performance goals.Job
Description:
The
Developer Support Quality Program
Manager will perform
all or some of the following Job
description:
-
Coordinate with training team to
develop supplemental training and/or
modification of new agent training as
necessary -
Ensure key metrics are collected, have
integrity, are understood and acted upon
appropriately within the contact center -
In-depth root cause analysis using
quantitative and qualitative data, and
insightful interpretation of qualitative
call experiences -
Drive consistency and calibration in
call monitoring and individual agent
evaluation -
Coordinate with Support Programs
team to ensure efficient roll out of new
initiatives and to drive ongoing
improvement of agent tools, resources,
processes, and procedures -
Coordinate with Site Management to
ensure all teams are working toward
consistent performance goals -
Coordinate and distribute a
variety of periodic analyses of key
performance data -
Assess, oversee and advise
teams' approaches toward root cause
analysis of poor performance, corrective
action and performance improvement -
Perform project management of key quality
initiatives -
Perform
daily call monitoring.
Minimum Requirements / Knowledge / Skill
For Developer Support Quality Program
Manager Job
-
Strong analytical and critical thinking
skills
-
Insightful and intuitive understanding
of strategies for effective
communication and technical problem
solving with consumer population
-
Demonstrated creative problem solving
skills
-
Ability to deliver clear and
concise feedback
-
Professional
with
excellent written and verbal
communication skills
-
Call center experience and familiarity
with Company Products
-
Developer Support experience and
familiarity with Dev Support
policies/procedures preferred.
Minimum Education Requirements /
Certification / Licensure For
Developer Support Quality Program
Manager Job
-
Bachelors Degree desired or equivalent
work experience.
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