Good working knowledge of Microsoft Office (including Outlook, Word, Excel, Power Point), Success-driven and able to achieve specific reservations sales targets and maximize sales opportunities. Full-time. Professional Summary: Service-oriented Supervisor with 20 year b. ), Drives process improvement and client retention initiatives by utilizing continuous improvement practices, Education equivalent to a Bachelors degree or the equivalent in related work experience, Six or more years of progressive management experience in a high-volume Contact Center environment with proven ability to manage and supervisor level in addition to front-lint staff, Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices. Senior Quality Assurance Manager Resume. Discount Codes Benefits: * 401(k) matching * Dental insurance Assist with dispatch when needed, Ability to cross train and develop others, Advanced typing and computer skills MS Office (including Excel, Word, Outlook, etc. Solicits physician input, feedback, and satisfaction as an extension of the HCT on an ongoing basis, Assists in the management of direct reports including the selection, development, support, and mentoring of nursing and clerical supervisors, Facilitates supervisor communications and promotes consistency across all RAS operations to better meet member needs, Works with Human Resources and direct report Supervisors in the recruitment, hiring, orientation, disciplining, counseling and evaluation of staff, Works with the Call Center Analyst to develop and interpret accurate and useful data on phone performance. and to understand and respond positively to their requests, Ability to adapt to changing assignments and multiple priorities, Ability to manage multiple tasks and successfully meet deadlines, Eight years of management experience within a telephone call center operated by a government agency*. Key strengths in planning, prioritization, delegation, documentation, and follow through. Resolves service issues in the assigned unit(s) in a timely and respectful manner, Provides support and guidance to team members. Below are 15 examples of successful quality assurance resume objectives: Example 1 Motivated quality assurance specialist with nearly eight years of experience in software and technology seeking an opportunity to contribute to the excellence of Zigzag Technologies. Evaluate individual, team and department performance; uses data to motivate staff to meet, sustain and surpass performance goals, Works with Assistant Call Center Administrators, analysts, and QA department to identify trends, develop QA programs based on areas requiring improvement, Works with Medical Center Administrators, Clinic Coordinators and physicians to investigate and resolve patient concerns. Adjust game plan and strategies daily based on trends in the business, Partner with Human Resources on recruiting, screening, and hiring processes ahead of need and to attract the targeted candidates that embody the Stella & Dot culture, Provide proactive leadership to the team to achieve high levels of Customer Service in a manner consistent with Stella & Dots vision and values, Evaluate performance of direct and indirect reports and provide feedback consistently and in a timely manner based on both observations of performance and behavior and the review of company statistics, The duties and responsibilities listed are intended to provide general guidelines and parameters for the job and are not intended to be a comprehensive, detailed description of the job, Progressive and successful track record in a call center environment with at least 5+ years of supervisory experience. policies, conducting constructive performance reviews, and disciplinary processes, Must have compelling communication and influencing skills to win the support of senior management and influence strategic decisions, Must have strong analytical and customer service skills, Must have advanced computer skills (MS Word, Excel, PPT, and Outlook), Must be willing to travel moderately (40%) by car/air with overnights required, Must be able to maintain confidentiality at all times, Manages, directs and ensures accurate scheduling of physician schedules, Hires, trains, monitors and evaluates staff, Oversees orientation/training including cross-training requirements to ensure staff availability/coverage requirements caused by vacations, sickness, peak loads, Monitor the accurateness of patient records and documentation of patient visits, Ensures positive customer service atmosphere and patient interactions, Performs scheduling and medical records tasks as needed, Promote a positive work environment and team spirit, Oversee Mason Messenger program to include monitoring overall program and who is calling when, Analyze historical data and current year statistics to include suggestions, recommendations, and solutions to running a more efficient call program, Responsible for productivity of calling campaigns, metrics that include total pledges/total dollars secured, contract completes and/or hours, completes per hour, and other internal budget metrics, Monitoring, measuring, and taking action when performance is not on pace to achieve key metrics, Enforcement of call centers policies and procedures, Devise ways to optimize procedures and keep staff motivated, Recruit, hire, and maintain records of Call Center managers/students, Based on analysis of past calling, develop calling schedule, Upload appropriate data to Call Center database for student callers, Write scripts for students to use when calling various segments, Staff the Call Center on nights when students are calling, Serve as a liaison between Call Center and the Office of Annual Giving, Provide analysis of overall program on a weekly basis to the Director, Run and print pledge reminders to send to donors, Generate creative new ideas to keep student callers engaged, Tabulate and report gift data, including data analysis of calling segments with year-to-year comparisons, Create and run reports that will show weekly calling progress in a clear, concise manner to be presented to the Director, Work with Development Officers to provide stats, when requested; and, Handle all space and equipment issues related to the Call Center, Bachelors degree, or an equivalent combination of education and experience, Demonstrated experience working directly in call centers, university advancement, development, or college admissions, Must be willing to be a team player and perform other duties as assigned, Computer literacy with Microsoft Office suite, and Adobe Dreamweaver and Photoshop, Be self-motivated, work well under pressure, and have the ability to multitask, Excellent written communication, and research and organizational skills, Ability to work in autonomous capacity, demonstrating professional and self-motivated qualities that enable achievement of personal and professional goals, Ability to analyze statistics and offer insight into statistical trending of call center/project, Strong working knowledge of Microsoft Office products, Demonstrated ability to learn new software quickly, Entrepreneurial skills and the ability to take ownership of calling centers, utilizing innovation and creativity to advance and improve productivity, are essential, Provide effective follow-up and follow-through regarding individual and team performance, Ability to reduce issues to core elements, and develop solutions using problem-solving and analytical skills, Must be able to work in an environment where the noise level is moderate; and, Ability to work nights and weekends, with typical work hours of 11:30 a.m.-8:00 p.m, Managerial or leadership experience working directly in a higher education fundraising focused calling center, Ensures adequate phone coverage including making decisions regarding scheduling changes, Evaluates the quality of customer service associates calls from customers; provides feedback to reps on strengths and areas for improvement, Serves as an escalation point for resolving the most difficult customer issues, Provides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives, Coordinates customer service activities with other internal functions, Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc, May serve as a backup to more senior customer service management in their absence, Describe your background and qualifications and why you believe you would be a good fit for this position at he FCVC. Fosters a positive work environment. Baltimore, MD 21220 +20 locations. Estimated $71.8K - $91K a year. Prometric. Experience in the healthcare industry is a plus! Supervision of telemarketing representatives for a major pharmaceutical marketing firm. Excellent written, verbal and interpersonal skills, Supports the Director and directives to provide exemplary customer service, Manages development and implementation of new programs, Develops annual performance objectives and goals for supervisors and agents, Responsible for strategic planning accordance with district protocols, Ensures inbound requests for information, communications pertaining to safety and policy are responded to in a timely and accurate manner, Communicates with Area Directors, District Managers and all appropriate levels of management regarding customer and safety issues, Develops and distributes required reports, Facilitates staffing and scheduling oversight, Coordinates with the field and safety dept for policy and procedure development and compliance, Coaches and develops Call Center supervisors, Partners with the Human Resources dept to develops job descriptions, enlist recruitment efforts and manage the development of the call center employees, Participates in projects and additional duties as requested, Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations, Familiarity with telecomm and workforce management systems and related reporting, Ability to make reasonable decisions through understanding of procedures, company policies and business practices to achieve desired results and deadlines, Ability to take independent action with general managerial direction, Ability to effectively present information to both leadership and direct reports, Ability to analyze statistical data, develop executive summary report and prepare business correspondence, Strong computer/technology skills including Microsoft Office, Windows, intranet, workforce management systems and reporting, and phone system management, Bachelors Degree preferred or equivalent work experience, 3-5 years experience as manager or supervisor of a 50+ seat Call Center, including Inbound, outbound responsibilities, Proven experience in handling personnel-related issues, Proven experience in statistical analysis of performance data, Proven experience in workforce management systems, Identify, track and monitor key performance metrics, Provide ownership for the resolution of issues escalated by clients and partners, Ensure timeliness and quality service levels are achieved, Improve the overall client experience by coaching, role modeling, and providing a high standard of client service, Be visible and available to help team and clients, particularly during high traffic periods, Create a powerful and compelling vision, show enthusiasm, excitement, and passion for challenging organizational and departmental goals, Challenge team to excel levels of performance and service, Provide ongoing coaching and learning for continuous improvement of the Client Support Specialists, Build strong, key relationships with staff, clients, peers, partners, business owners, and vendors, Implement and monitor operational tasks to ensure sufficient audit results, Ability to provide and coach an excellent client experience, Strong interpersonal, communication, and analytical skills, Excellent organizational and leadership skills with problem-solving ability, Knowledge of performance evaluation and client service metrics, 4+ years call center management experience, Knowledge of Excel, Word, Power Point and General Microsoft Office Applications, Ability to seek improvement and create an environment of idea sharing and creative problem solving, Strong customer service skills and abilities, Ability to be approachable and facilitate coaching conversations with employees and managers, Ability to mitigate and lead others to overcome challenges (Never Ever Give Up Attitude), Ability to encourage open expression of ideas and opinions, Ability to work independently and multi-task, Ability to communicate professionally and effectively with all levels of the organization, Ability to interpret policies, procedures, and standard business practices, Be a subject matter expert for the Vendor Enablement function, expertly positioning the value of Paymode-X for the Vendor community and handling Vendor inquiries, Responsible for training of new hire employees, Supports team members by answering and responding to first line of questions, Takes ownership of technical and administrative tasks from the Vendor Enablement Associates, Identifying and addressing ongoing training needs of Vendor Enablement Associates, Develops strong relationships with other Bottomline teams to build collaboration and identify potential opportunities to improve efficiencies and process, Effectively considers challenges end to end and comes up with solutions to resolve them including but not limited to entering JIRA tickets for product issues identified by the team, Has the ability to function in a team atmosphere and possesses superior organization and time management skills, Drives team performance and communicates performance metrics, key successes, and problem solving recommendations with peers, PRMs and senior management, Generate revenue by soliciting participation and enrolling vendors in client payment programs, Effectively educate customers on the various aspects of the Paymode-X service, Develops new ideas and campaign strategies to promote the value proposition of Paymode-X, Responsible for ensuring Customer Delight is at the forefront of all enrollment activities, Superior verbal and written communication skills required, Prominent organization, problem resolution and creative thinking skills, Oversee the day-to-day operations of the Member Sales and Service Department within the call center, Directly manage a group of Call Center Supervisors and Sales and Service Associates; evaluate, train and provide performance feedback as necessary, Provide direction, leadership and motivation to staff to ensure the achievement of departmental goals, Development of strategic planning for departmental operations, Manage the implementation of strategies including budgetary responsibilities, Responsible for all financial, sales and customer service goals, Ensure the department meets all applicable contractual performance standards (i.e. Enable staff to achieve results by providing information, encouragement and discretionary authority. Implementation of Suggestive Selling program resulting in a 1.5 M increase in sales the first year. Maintain awareness of the competitive environment, insurance industry, and key industry regulations which may impact program(s) and/or business model, and overall strategic objective, Be able to recommend and manage outsourced partners who would call or take calls on behalf the company, Formulate sales center partnerships, strategies and plans aligning with the department's larger strategic objectives, Oversight of existing partners to service current and active business as appropriate, Work with various internal and external agencies to formulate sound test designs that validate new programs or changes in existing programs, Guide or participate in the generation of outsourced sales center processes supporting leads generated via Internet, mail, telemarketing, print, and television marketing campaigns, Heavy collaboration with internal and external teams to ensure processes, disclaimers, training, call guides, etc maintains Brand and compliance standards, Support product marketers with analyzing and reporting on program performance, including variance analysis and proposed course corrections, to Marketing Product Line Managers and the Senior Marketing Leadership team, Communicate to required constituencies, both within and outside of the department, ensuring key partners are aware and informed of the department's strategic direction, Aide in marketing research projects, such as focus groups and online or phone surveys, designed to positively impact product design, creative development, sales improvements and competitive awareness, This job posting is reflective of the Manager essential functions, qualifications, and physical requirements.
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