Job Posting for Go Army Contact Center Quality Control Manager at NORTH SOUTH CONSULTING GROUP, LLC
Job Description: The Go Army Contact Center Quality Control Manager (QCM) is responsible for the compliance of all Go Army Contact Center positions as described in the Performance Work Statement, Go Army Contact Center operations, as well as with the policies and procedures outlined in the North South Consulting Group Employee Handbook. Knowledge, Skills and Abilities: Quality Control Manager - * Must possess the communication skills to effectively interface with, both, military and civilian managers and subordinates.
Prior Quality Control Management experience preferred (experience must be relevant to operating environments within the last 10 years).
Training environment and management experience preferred.
Competency and efficiency in Microsoft Office Suite applications, Adobe Acrobat, and Microsoft Teams.
Responsible for implementation of the Quality Control Plan (QCP).
Ensures QCP is reviewed, updated, and approved by Senior Leadership regularly – or as required.
Ensures all public facing Contact Center interactions meet quality standards and performance requirements.
Responsible for monitoring on-shift engagements and interactions to ensure adherence to company standards.
Responsible for routine and scheduled inspection of Contact Center agents on a regular basis.
Recommend process performance improvements
Responsible for timely and accurate reporting on quality to Team Leads and Master Trainer respectively.
Responsible for aiding in sustainment training in conjunction with Master Trainer.
Communicate and coordinate active feedback on agent performance.
Coach and counsel agents on quality and performance matters.
Remain up-to-date with and comply with all Contact Center policies and procedures.
Salary.com Estimation for Go Army Contact Center Quality Control Manager in Radcliff, KY
$97,481 to $127,372
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