CIC Quality Assurance Supervisor

Peckham, Inc:
Quality Assurance Supervisor

The Contact Center Quality Assurance Supervisor is responsible for overseeing the quality assurance process within the contact center. This role focuses on monitoring and evaluating customer interactions across various channels (phone, email, chat) to ensure compliance with company standards and policies. The supervisor will provide constructive feedback and coaching to team members, generate and analyze quality assurance reports, and collaborate with management to develop and implement quality assurance processes and best practices.

This position plays a key role in fostering a culture of continuous improvement and enhancing customer satisfaction.

Essentials Functions:

• Oversee the quality assurance process and team by monitoring and evaluating customer interactions across various channels (phone, email, chat) to ensure compliance with company standards and policies.
• Organize and lead regular team meetings to discuss quality assurance goals, share best practices, and address any challenges faced by team members.
• Provide constructive feedback and coaching to team members based on scorecards and quality assessments, fostering a culture of continuous improvement and professional growth.
• Generate and analyze quality assurance reports to identify trends, areas for improvement, and training needs.
• Cross-collaborate with teams to develop and implement quality assurance processes and best practices that enhance customer satisfaction and operational efficiency.
• Deliver training programs for new hires and existing staff, focusing on quality standards and customer service excellence.
• Lead by example, promoting a positive work environment and motivating team members to achieve individual and team performance goals.
• Regularly review team performance against these established metrics and provide insights for improvement and recognition of high performers.
• Maintain accurate records of quality assessments, coaching sessions, and training materials to ensure compliance and facilitate knowledge sharing within the team.
• Support cross-training initiatives within the contact center to enhance team versatility and ensure a comprehensive understanding of quality standards across different roles.
• Work closely with other departments, such as training, operations, and customer experience, to ensure alignment on quality standards and customer service initiatives.

Other

Duties and Responsibilities:

• Maintain a safe and clean work environment
• Promote Peckham's vision, values, and services to all customers and stakeholders
• Assist in maintaining organization wide quality standards
• Other related duties as assigned

Supervisory Responsibilities:

• This position will supervise a team of Contact Center Customer Service Representatives

Minimum Qualifications:

• High School diploma, G.E.D., or equivalent required
• 2-4 years of experience in a contact center environment
• This position requires passing and maintaining federal and state security background checks.

Preferred Qualifications:

• 1-2 years of experience in a supervisory role
• Bachelor's degree in a related field

Physical and Mental Demands:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.

Peckham is an equal opportunity employer.