Contact Center Quality Manager jobs in the United States

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager 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. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)

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Contact Center Team Manager
  • Quality Guard
  • Los Angeles, CA FULL_TIME
  • Contact Center Lead Manager (Patient Care Navigator)

    Compensation:

    • 75k-85k Annually

    Position Overview: We are seeking a highly skilled and experienced Contact Center Lead Manager to oversee our call center operations for intake calls. The ideal candidate will have extensive knowledge and experience in managing personal injury intake processes within a call center environment. The Contact Center Lead Manager will be responsible for supervising a team of Junior Care Navigators, ensuring efficient handling of patient inquiries, and maintaining high standards of customer service. Additionally, the Contact Center Lead Manager will be tasked with data entry, performance measurement, and process improvement initiatives to enhance team productivity and service quality.

    Key Responsibilities:

    • Call Center Management: Lead and supervise a team of Care Navigators responsible for handling patient inquiries and intake calls.
    • Personal Injury Intake: Oversee the intake process for personal injury cases, ensuring accurate and timely collection of relevant information from patients.
    • Customer Service Excellence: Maintain a strong focus on providing exceptional customer service to patients, addressing their concerns, and resolving issues effectively.
    • Data Entry and Analysis: Manage data entry tasks related to patient information, case details, and call records. Analyze data to identify trends, track performance metrics, and measure team effectiveness.
    • Performance Measurement: Develop and implement performance metrics and KPIs to evaluate team performance. Monitor key indicators such as talk time, answer times, call resolution rates, and patient satisfaction scores.
    • Process Improvement: Identify opportunities for process improvement within the call center operations. Implement strategies to streamline workflows, optimize efficiency, and enhance service delivery.
    • Training and Development: Provide training and ongoing support to Care Navigators to ensure they are equipped with the necessary knowledge and skills to perform their roles effectively.
    • Compliance and Quality Assurance: Ensure compliance with industry regulations, company policies, and quality assurance standards. Conduct regular audits and reviews to maintain adherence to best practices.

    Qualifications:

    • Proven experience in managing call center operations, preferably in a healthcare or personal injury setting.
    • In-depth knowledge of personal injury intake processes and legal requirements.
    • Strong understanding of customer service principles and practices.
    • Proficiency in data entry and analysis, with experience using CRM or call center software.
    • Excellent communication skills, both verbal and written.
    • Ability to lead, motivate, and coach a team effectively.
    • Detail-oriented, with strong organizational and problem-solving abilities.
    • Experience in patient services or healthcare administration is highly desirable.

    Join Our Team: If you are a dynamic leader with a passion for delivering exceptional patient care and driving operational excellence, we invite you to apply for the Care Navigator Lead position. Join our team and play a key role in guiding patients through their healthcare journey while ensuring the highest standards of service quality and efficiency.

    Job Type: Full-time

    Salary: $75,000.00 - $85,000.00 per year

    Expected hours: 40 per week

    Schedule:

    • Monday to Friday
    • Weekends as needed

    Ability to Relocate:

    Los Angeles, CA (Must be located in or around LA area)

    Work Location:

    Remote with some in person team meetings

    Job Type: Full-time

    Pay: $75,000.00 - $85,000.00 per year

    Schedule:

    • Monday to Friday
    • Weekends as needed

    Application Question(s):

    • Are you familiar with CRM system navigation and use? If so, how many years of experience do you have?
    • Before we move forward, can you please compete this assessment? please email your responses to hr@QGUCMSO.com. https://www.tonyrobbins.com/disc/#:~:text=Developed by psychologist William Moulton,varies depending on the person
    • Please fill out the following survey with your application: https://survey.zohopublic.com/zs/dCD3nG
    • Do you have experience in healthcare or personal injury settings?

    Ability to Relocate:

    • Los Angeles, CA: Relocate before starting work (Required)

    Work Location: In person

  • 1 Day Ago

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Contact Center Training & Quality Manager
  • WSP USA
  • SCENIC AVE, CA OTHER
  • This Opportunity WSP is currently initiating a search for a Full-Time Contact Center Training & Quality Manager . This position will be based out of Costa Mesa, CA. The Training & Quality Manager is r...
  • 24 Days Ago

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Contact Center Quality Assurance and Training Manager
  • WSP Global
  • Costa Mesa, CA FULL_TIME
  • This Opportunity WSP is currently initiating a search for a Full-Time Contact Center Quality Assurance and Training Manager. This position will be based out of Costa Mesa, CA. The Quality Assurance (Q...
  • 2 Months Ago

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Project Implementation Manager - Call Center
  • Inktel Contact Center Solutions
  • Doral, FL FULL_TIME
  • THE ROLE Here at Inktel, we’re not just searching for any Project Implementation Manager – we want a rockstar that can infuse their creativity and uniqueness directly into their work. As our resident ...
  • 2 Days Ago

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Contact Center, Training and Quality Specialist
  • Commonwealth of VA Careers
  • NEWCOMB HALL, VA FULL_TIME
  • In this role, the incumbent will be responsible for scheduling and conducting training sessions for both new and experienced contact center agents and supporting employees in an effort to maintain pos...
  • 1 Day Ago

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Contact Center Quality Assurance Analyst
  • U.S. LawShield
  • Webster, TX FULL_TIME
  • At U.S. LawShield our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected commu...
  • 2 Days Ago

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Remote Customer Service Representative
  • One Hour Heating and Air Conditioning
  • Ashburn, VA
  • Job Description Job Description POSITION SUMMARY: The Client Care Representative (CCR) ensures that the first interactio...
  • 4/19/2024 12:00:00 AM

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Balducci's Full Time Catering Driver - McLean, VA
  • Albertsons Co.
  • Mc Lean, VA
  • Responsible for loading and unloading catering deliveries Perform all physical duties of the job (heavy lifting and bend...
  • 4/19/2024 12:00:00 AM

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Service Specialist II
  • Schneider Electric
  • Ashburn, VA
  • We are looking for a Service Specialist II to join our Mid Atlantic Branch team. What will you do? Ensure all design eng...
  • 4/19/2024 12:00:00 AM

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Field Marketing Manager
  • Closet America
  • Landover, MD
  • Closet America is looking for a Home Show and Field Marketing Manager to work and lead our wide variety of tradeshows, e...
  • 4/17/2024 12:00:00 AM

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Field Marketing Manager
  • Closet America
  • Hyattsville, MD
  • Closet America is looking for a Home Show and Field Marketing Manager to work and lead our wide variety of tradeshows, e...
  • 4/16/2024 12:00:00 AM

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Entry Level Service Advisor - Up to $1,000 Hiring Bonus (Loudoun County)
  • Virginia Tire and Auto
  • Ashburn, VA
  • Virginia Tire & Auto Service Advisors love to engage with people. They are the kind of people who strike up a conversati...
  • 4/15/2024 12:00:00 AM

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Entry Level Service Advisor - Up to $1,000 Hiring Bonus (Loudoun County)
  • Virginia Tire and Auto
  • Leesburg, VA
  • Virginia Tire & Auto Service Advisors love to engage with people. They are the kind of people who strike up a conversati...
  • 4/15/2024 12:00:00 AM

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Patient Service Representative
  • PatientFirst
  • Leesburg, VA
  • The responsibilities of this job include, but are not limited to, the following: Assisting patients using the kiosk prio...
  • 4/15/2024 12:00:00 AM

Income Estimation for Contact Center Quality Manager jobs
$73,303 to $110,397