Sample Job Description for Call Center Quality Supervisor
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Call Center Quality Supervisor Job Overview
Call Center Quality Supervisor Job Description Sample
Oversees contact center quality assurance programs.
JOB LEVEL
M01
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager
Salary Range
BASE 50%
$84,200
TOTAL 50%
$88,700
Job Responsibilities for Call Center Quality Supervisor
Supervises inbound and outbound customer interactions to ensure adherence to established quality standards. Implements policies and procedures that improve customer satisfaction and call center performance. Reviews issues in the quality monitoring systems and documents and reports the results to provide management insights. Monitors performance metrics to meet quality goals.
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View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | Sales Team Supervisor | The Sales Team Supervisor recommends changes to current sales techniques or procedures based on team performance and new selling techniques. Supervises and coordinates the daily activities of sales representatives engaged in promoting and selling a product by phone or mail. Being a Sales Team Supervisor typically reports to a manager. May require a bachelor's degree in business. The Sales Team Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Thorough knowledge of department processes. Working as a Sales Team Supervisor typically requires 3-5 years experience in the related area as an individual contributor. |
| 2 | 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. |
| 3 | 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. |
| 4 | Call Center Inside Sales Team Leader | The Call Center Inside Sales Team Leader monitors and evaluates interactions and workflow to ensure that performance standards and sales target are met. Supervises the daily activities of a team of contact center representatives who place and receive calls or other interactions with the intent of selling or promoting company products or services. Being a Call Center Inside Sales Team Leader typically reports to a head of a unit/department. May require a bachelor's degree. The Call Center Inside Sales Team Leader supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. Working as a Call Center Inside Sales Team Leader typically requires 3 years experience in the related area as an individual contributor. |
| 5 | HR Shared Services Manager | The HR Shared Services Manager designs and implements policies and procedures for service center representatives that respond to employee inquiries regarding benefit programs, pay, human resources policies, and employee self-service tools. Manages HR service center operations. Being a HR Shared Services Manager requires a bachelor's degree. Ensures that service center is adequately staffed and maintains performance standards while operating within budget. In addition, HR Shared Services Manager typically reports to a director. The HR Shared Services 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 HR Shared Services 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. |
Call Center Quality Supervisor Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Business Process Improvement | Level 2 |
| Customer Focus | Level 2 |
| Service Excellence | Level 2 |