QA Manager

Job Type:
Customer Support, Other
Eastern Europe
Salary Description:
Competitive Salary Offered
Job Ref:

The Quality Assurance Manager is the Customer Care management member directly responsible for providing in-person performance coaching with each agent at monthly intervals. The coaching session will occur with the agent and their team leader and the basis of the conversation will be a sample of the agent’s recorded telephone calls/chats. To prepare for each coaching session, the QA Manager will select and observe the recorded calls and score them against a pre-defined evaluation template. The QA Manager will also handle training for all new employees as well as modular re-training as needed.

• Works diligently to support the company culture and team philosophy throughout the property
• Acts as a role model to all employees and always presents oneself as a credit to the business and encourages others to do the same
• Assisting with the configuration and ongoing administration of the quality monitoring software application and agent database
• Continually refining curriculum and materials for training of new-hires
• Conducting stand-up training for startup staff as well as new-hires on an ongoing basis
• Evaluating agent performance through the use of quality monitoring software (voice and data) and one-on-one coaching sessions
• Preparation and administration of regular staff performance appraisals
• Collaborating with other members of supervisory and management team to actively encourage the advancement of staff through the hierarchy of required skills
• Identify and recommend opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action
• Responsible for creating a framework for the review and approval of outbound customer e-mail responses from Customer Care staff
• Prepares detailed documentation of procedures for use by Customer Care staff members
• Works extensively with individual agents and their team leaders to uphold established standards for customer service; ensure the highest possible degree of staff compliance with published quality standards
• Identification and analysis of emerging trends in quality performance while developing innovative and proactive solutions for problem areas and a sensible reward structure related to compliance
• Fill in as Customer Care Team Leader and/or agent as needed to mitigate volume increases and/or scheduling gaps


• Working knowledge of quality monitoring software is preferred
• Proficiency with basic MS Office software (e.g., Word, Excel, PowerPoint, Outlook) is required
• Excellent verbal and written communication skills
• Formal training experience considered a plus
• The ability to observe key activities and trends on the contact center floor and articulate clear suggestions to management to best remedy problems, exploit opportunities, and reward outstanding performance
• Proven ability to lead, direct, delegate and motivate others
• Demonstrable understanding of the complexities associated with a skills-based routing and scheduling environment
• Ability to identify emerging trends among complex, sometimes obscure data and articulate innovative, clear and proactive approaches to problem solving
• Experience in a startup operation or in the casino is considered a definite MUST

• Bachelor's degree and/or 2+ years of directly related experience in a agent or supervisory role within an inbound call center

• Must be able to handle a high degree of administrative work which requires repetitive finger and wrist motion (keyboard data entry), as well as prolonged viewing of data on a computer monitor
• Must be able to work in a standup/walking position while actively managing the call center floor

• Must be prepared and able to handle, with composure and tact, the effective execution of many concurrent tasks in a fast-paced call center environment
• Must be able to work extensively with employees in a coaching, mentoring, training as well as a disciplinary capacity
• Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours

Contact Details:
Tel: +44 (0) 1355 588 975
Contact: Harris

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