Also referred to as:
Call Center Quality Manager, Contact Center Quality Assurance Manager
Requirements and Responsibilities
Contact Center Quality Manager manages contact center quality assurance programs. Develops policies and procedures that improve the quality of inbound and outbound customer interactions. Being a Contact Center Quality Manager establishes quality standards governing customer interactions and implements monitoring programs. Defines performance metrics and quality goals that continuously improve customer satisfaction and call center performance. Additionally, Contact Center Quality Manager designs training programs and process enhancements to correct quality issues. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Quality 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. To be a Contact Center Quality 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.
