Skills & Competencies for Contact Center Quality Manager

Contact Center Quality Manager job profile

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JOB SUMMARY for Contact Center Quality Manager

Oversees contact center quality assurance programs.

JOB RESPONSIBILITIES for Contact Center Quality Manager

Establishes standards governing customer interactions and implements monitoring programs. Designs training programs or process enhancements that correct quality issues.

Contact Center Quality Manager SALARY RANGE

BASE 50%
$83,436
TOTAL 50%
$91,492
Job Level
M01
Job Code
SM15000440
Education/Degree
Bachelor's Degree
Reports To
Head of a Unit/Department

Contact Center Quality Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Contact Center Quality Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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8 general skills or competencies (Job family competencies) for Contact Center Quality Manager

1 Job Family Competencies – Customer Interaction
Proficiency Level -2
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Describes the principles of customer interaction in providing exceptional customer service.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions within the appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Generates ideas and actions to improve the efficiency and results of customer interaction.
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Level 4 Behaviors
(Extensive Experience)
Directs customer interaction efforts to deliver services according to customer requirements.
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Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
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2 Job Family Competencies – Training and Development
Proficiency Level -3
Skill definition-The process of improving the job performance of an individual or group through structured and planned training sessions.
Level 1 Behaviors
(General Familiarity)
Discusses commonly used techniques and methods in the training and development process.
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Level 2 Behaviors
(Light Experience)
Gathers employee behavior and performance data to determine the content of training and development programs.
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Level 3 Behaviors
(Moderate Experience)
Delivers training and development program adjusting to various types of audience.
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Level 4 Behaviors
(Extensive Experience)
Evaluates the performance of training sessions and recommends improvements accordingly.
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Level 5 Behaviors
(Mastery)
Develops metrics system to evaluate the effectiveness and impact of training.
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3 Contact Center Quality Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Quality Manager
Proficiency Level - 4
5 Competency for - Contact Center Quality Manager
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Contact Center Quality Manager

1 Core Competencies – Business Process Improvement
Proficiency Level -2
Skill definition-Proactively defining, analyzing, and streamlining existing business processes within an organization to meet new quotas or standards of quality.
Level 1 Behaviors
(General Familiarity)
Explains common symptoms of inefficient processes that call for business process improvement.
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Level 2 Behaviors
(Light Experience)
Collects feedback directly from staff involved in the new process mapping.
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Level 3 Behaviors
(Moderate Experience)
Manages process improvements to ensure that the entire system works efficiently.
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Level 4 Behaviors
(Extensive Experience)
Expedites processes by switching from sequential tasks to simultaneous tasks.
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Level 5 Behaviors
(Mastery)
Leads the reorganization of the workforce based on the agreed and desired outcomes.
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2 Core Competencies – Customer Focus
Proficiency Level -2
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Explains the importance of showing clients that their perspectives are valued.
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Level 2 Behaviors
(Light Experience)
Responds to customers and addresses their needs in real-time.
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Level 3 Behaviors
(Moderate Experience)
Looks for ways to add value beyond clients' immediate requests.
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Level 4 Behaviors
(Extensive Experience)
Develops guidelines for dealing with customer issues.
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Level 5 Behaviors
(Mastery)
Develops and improves products and services to meet customer needs.
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3 Contact Center Quality Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Quality Manager
Proficiency Level - 4
5 Competency for - Contact Center Quality Manager
Proficiency Level - 5

Summary of Contact Center Quality Manager skills and competencies

There are 0 hard skills for Contact Center Quality Manager.
8 general skills for Contact Center Quality Manager, Customer Interaction, Training and Development, ISO Standards, etc.
13 soft skills for Contact Center Quality Manager, Business Process Improvement, Customer Focus, Service Excellence, etc.
While the list totals 21 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Contact Center Quality Manager, he or she needs to be proficient in Business Process Improvement, be proficient in Customer Focus, and be proficient in Service Excellence.

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