Call Center QA Manager
Summary
Oversees call center technology, processes, and performance for internal/outsourced teams, focusing on telephony, QA/coaching, and vendor management to boost agent efficiency and customer satisfaction.
Job Purpose:
- Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3–5+ years of experience with Five9/Balto, strong analytical skills, autonomy, and a proven track record of improving contact center outcomes. The ideal candidate will possess a Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
Key Responsibilities:
- Own telephony technology to ensure seamless communication and operations within the call center.
- Manage real-time call center operations to optimize efficiency and effectiveness.
- Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.
- Develop and maintain comprehensive reporting systems to track performance metrics and identify areas for improvement.
- Evaluate vendor performance to ensure alignment with company standards and goals.
- Drive continuous improvement initiatives to optimize appointment conversion rates, agent performance, and overall customer experience.