Sample Job Description for Call Center Quality Manager
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Call Center Quality Manager Job Overview
Call Center Quality Manager Job Description Sample
Oversees contact center quality assurance programs.
JOB LEVEL
M01
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Head of a Unit/Department
Salary Range
BASE 50%
$85,200
TOTAL 50%
$93,400
Job Responsibilities for Call Center Quality Manager
Establishes standards governing customer interactions and implements monitoring programs. Designs training programs or process enhancements that correct quality issues.
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View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | VP of Lean Six Sigma Process | The VP of Lean Six Sigma Process develops total quality policies, standards, and programs designed to drive continuous improvement of organizational processes, products, and services. Oversees all aspects of an organization's total quality function. Being a VP of Lean Six Sigma Process directs cross functional teams and vendors in the implementation of quality programs. Creates and drives strategic initiatives. In addition, VP of Lean Six Sigma Process ensures internal guidelines and programs are in compliance with regulations and align with industry standards and best practices. Typically requires a master's degree. Requires Six Sigma or Kaizen certification. Typically reports to top management. The VP of Lean Six Sigma Process manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. Working as a VP of Lean Six Sigma Process typically requires 8+ years of managerial experience. Comprehensive knowledge of the overall departmental function. |
| 2 | Lean/Six Sigma Programs Manager | The Lean/Six Sigma Programs Manager leads teams to provide training, tools, and logistical assistance for quality initiatives. Manages the implementation, administration and measurement of total quality management programs, including Six Sigma initiatives. Being a Lean/Six Sigma Programs Manager requires a bachelor's degree. Oversees development of new testing tools, and measurement methods and systems to ensure products and services meet quality standards. In addition, Lean/Six Sigma Programs Manager typically reports to a senior manager. The Lean/Six Sigma Programs Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Lean/Six Sigma Programs Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 3 | Head of Quality Control | The Head of Quality Control ensures products meet corporate standards as well as all applicable government regulations. Oversees all aspects of an organization's quality control function. Being a Head of Quality Control requires a bachelor's degree. Develops procedures for testing of final product and makes decisions regarding the issuance of recall notices. In addition, Head of Quality Control typically reports to top management. The Head of Quality Control manages a business unit, division, or corporate function with major organizational impact. Establishes overall direction and strategic initiatives for the given major function or line of business. Has acquired the business acumen and leadership experience to become a top function or division head. |
| 4 | Call Center Operations Director | The Call Center Operations Director analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Being a Call Center Operations Director researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. In addition, Call Center Operations Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Call Center Operations Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Working as a Call Center Operations Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. |
| 5 | QC Manager | The QC Manager proposes corrective actions to improve compliance with quality specifications. Manages the inspection and testing of materials, parts, and products to ensure adherence to established quality standards. Being a QC Manager requires a bachelor's degree. Recommends new or improved quality control methods, procedures, and/or standards. In addition, QC Manager typically reports to a head of a unit/department. The QC Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Working as a QC Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. |
Call Center Quality Manager Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Business Process Improvement | Level 2 |
| Customer Focus | Level 2 |
| Service Excellence | Level 2 |