Also referred to as:
Call Center Quality Senior Manager, Contact Center Quality Assurance Senior Manager
Requirements and Responsibilities
Contact Center Quality Senior 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 Senior 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 Senior 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 Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a Contact Center Quality Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.
