BTI SOLUTIONS (AM716725:Simpsonville, SC) Customer Care Quality Assurance Manager Salary in the United States
How much does an (AM716725:Simpsonville, SC) Customer Care Quality Assurance Manager make at companies like BTI SOLUTIONS in the United States? The average salary for (AM716725:Simpsonville, SC) Customer Care Quality Assurance Manager at companies like BTI SOLUTIONS in the United States is $102,619 as of March 26, 2024, but the range typically falls between $88,995 and $116,243. Salary ranges can vary widely depending on many important factors, including education, certifications, additional skills, the number of years you have spent in your profession. With more online, real-time compensation data than any other website, Salary.com helps you determine your exact pay target. View the Cost of Living in Major Cities2
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What does an (AM716725:Simpsonville, SC) Customer Care Quality Assurance Manager do at companies like BTI SOLUTIONS?
Position Description
As a Samsung Customer Care Quality Assurance Manager, you will lead the Samsung Contact Center Quality Team in their goal of ensuring contact center agents provide a world class customer experience. The primary tasks associated with this role are Analyzing and evaluating the Contact Center Quality Reporting data, maintaining and updating the Verint Quality System Tools. Secondary responsibilities creating and updating quality forms for all channels, conducting calibration sessions, working with all BPO vendor quality groups to ensure compliance with quality SOW, policies and reporting responsibilities. To be successful in this role you will be a quality assurance guru, with strong Verint administrative knowledge and experience. You have a passion for providing a Steller customer experience and a continuous improvement mindset.
Essential Job Duties
Manage the day to day Contact Center functions for quality assurance and compliance.
• Analyzing and developing routine and ad hoc reports on project performance and researches and suggest solutions to identified issues.
• Making recommendations to quality monitoring procedures and standards guidelines based on analysis of changes to policies, processes, systems, or measure.
• Assessing the effectiveness of programs developed and/or administered and develop a means of measuring such effectiveness.
• Analyzes and measures the effectiveness of quality processes and develops sustainable, repeatable and quantifiable process improvements.
• Collects and analyzes program quality and contact center data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost.
• Determines and works with stakeholders to compile program metrics for reporting.
• Creates and runs reports to monitor performance.
• Conducts root cause analyses to drill down into performance trends and reports findings to client and stakeholders.
• Analyze reports on operational performance and provides solutions to identified issues.
• Assist in the production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows.
• Assist with quality staff training for the purpose of achieving and maintaining quality program goals.
• Point of contact for assigned contact center to assist management staff with achieving quality metrics and be knowledge based for quality procedures and scoring standards.
• Collects and analyzes quality and contact center data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost.
• Creates and reports contact analytics data to discover emerging trends and identify opportunities for category improvement.
• Assess and document program lessons learned.
• Become familiar with job-relevant Standard Operating Procedures (SOPs).
• Facilitate call recording listening sessions.
• Facilitate contact center level calibration sessions.
• Complete quality monitor evaluation audit assessments.
• Complete quality monitoring evaluations to ensure that Customer Service Representatives (CSRs) are performing in accordance with established approved quality and performance standards.
Education and Experience Requirements
• 5-7 years of related experience in contact center monitoring, quality assurance, operations and/or customer service management.
• Administrative level knowledge and experience with Verint Quality Management Systems
• Experience maintaining and configuring Verint quality forms and scorecards.
• Experience working with Verint speech and text analytics tools
• Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
• Minimum of three years management experience and skills in providing oversight of in-office and remote staff in a multi-tiered department structure.
• Effective oral and written communication skills, to include presentation skills with senior level personnel and/or government representatives.
• Proficiency with MS Office Products: Word, Excel, PowerPoint, Project, Visio and Project Manager
• Minimum of two years’ experience with Contact Recording Systems such as Genesys, Verint.
• Experience in drafting and maintaining SOPs and/or process manuals for a quality organization.
• Experience with the quality calibration process, to include management and facilitation of weekly sessions.
• Ability to analyze high-level results, research trends and determine root cause of performance trends.
• Ability to analyze data in excel, e.g. experience with macros, formulas, professional chart/graph making.
• Ability to work under pressure in a fast-paced environment.
• Organizational, teamwork, and customer service skills.
• Experience with text and speech analytics preferred
• Experience with Tableau preferred (Nice to have)
Looking for a quality assurance guru & a Virent expert, with strong Verint administrative knowledge and experience, w/ the following must-have skills:
- Call Center quality manager w/ strong b/g in Verint - worked in Call Center industry
- Able to create & update scorecard and forms associated w/ Verint; Experience maintaining and configuring Verint quality forms and scorecards
- Familiarity with Contact Center Quality and coaching methods
- Experience with quality reporting analytics & minimum of three years management experience
As a Samsung Customer Care Quality Assurance Manager, you will lead the Samsung Contact Center Quality Team in their goal of ensuring contact center agents provide a world class customer experience. The primary tasks associated with this role are Analyzing and evaluating the Contact Center Quality Reporting data, maintaining and updating the Verint Quality System Tools. Secondary responsibilities creating and updating quality forms for all channels, conducting calibration sessions, working with all BPO vendor quality groups to ensure compliance with quality SOW, policies and reporting responsibilities. To be successful in this role you will be a quality assurance guru, with strong Verint administrative knowledge and experience. You have a passion for providing a Steller customer experience and a continuous improvement mindset.
Essential Job Duties
Manage the day to day Contact Center functions for quality assurance and compliance.
• Analyzing and developing routine and ad hoc reports on project performance and researches and suggest solutions to identified issues.
• Making recommendations to quality monitoring procedures and standards guidelines based on analysis of changes to policies, processes, systems, or measure.
• Assessing the effectiveness of programs developed and/or administered and develop a means of measuring such effectiveness.
• Analyzes and measures the effectiveness of quality processes and develops sustainable, repeatable and quantifiable process improvements.
• Collects and analyzes program quality and contact center data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost.
• Determines and works with stakeholders to compile program metrics for reporting.
• Creates and runs reports to monitor performance.
• Conducts root cause analyses to drill down into performance trends and reports findings to client and stakeholders.
• Analyze reports on operational performance and provides solutions to identified issues.
• Assist in the production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows.
• Assist with quality staff training for the purpose of achieving and maintaining quality program goals.
• Point of contact for assigned contact center to assist management staff with achieving quality metrics and be knowledge based for quality procedures and scoring standards.
• Collects and analyzes quality and contact center data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost.
• Creates and reports contact analytics data to discover emerging trends and identify opportunities for category improvement.
• Assess and document program lessons learned.
• Become familiar with job-relevant Standard Operating Procedures (SOPs).
• Facilitate call recording listening sessions.
• Facilitate contact center level calibration sessions.
• Complete quality monitor evaluation audit assessments.
• Complete quality monitoring evaluations to ensure that Customer Service Representatives (CSRs) are performing in accordance with established approved quality and performance standards.
Education and Experience Requirements
• 5-7 years of related experience in contact center monitoring, quality assurance, operations and/or customer service management.
• Administrative level knowledge and experience with Verint Quality Management Systems
• Experience maintaining and configuring Verint quality forms and scorecards.
• Experience working with Verint speech and text analytics tools
• Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
• Minimum of three years management experience and skills in providing oversight of in-office and remote staff in a multi-tiered department structure.
• Effective oral and written communication skills, to include presentation skills with senior level personnel and/or government representatives.
• Proficiency with MS Office Products: Word, Excel, PowerPoint, Project, Visio and Project Manager
• Minimum of two years’ experience with Contact Recording Systems such as Genesys, Verint.
• Experience in drafting and maintaining SOPs and/or process manuals for a quality organization.
• Experience with the quality calibration process, to include management and facilitation of weekly sessions.
• Ability to analyze high-level results, research trends and determine root cause of performance trends.
• Ability to analyze data in excel, e.g. experience with macros, formulas, professional chart/graph making.
• Ability to work under pressure in a fast-paced environment.
• Organizational, teamwork, and customer service skills.
• Experience with text and speech analytics preferred
• Experience with Tableau preferred (Nice to have)
Looking for a quality assurance guru & a Virent expert, with strong Verint administrative knowledge and experience, w/ the following must-have skills:
- Call Center quality manager w/ strong b/g in Verint - worked in Call Center industry
- Able to create & update scorecard and forms associated w/ Verint; Experience maintaining and configuring Verint quality forms and scorecards
- Familiarity with Contact Center Quality and coaching methods
- Experience with quality reporting analytics & minimum of three years management experience
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Understand the total compensation opportunity for (AM716725:Simpsonville, SC) Customer Care Quality Assurance Manager at companies like BTI SOLUTIONS, base salary plus other pay elements
Average Total Cash Compensation
Includes base and annual incentives
The chart shows total cash compensation for the BTI SOLUTIONS (AM716725:Simpsonville, SC) Customer Care Quality Assurance Manager in the United States, which includes base, and annual incentives can vary anywhere from $88,995 to $116,243 with an average total cash compensation of $102,619. Total compensation includes the value of any benefits received in addition to your salary and some of the benefits that are most commonly provided within a total compensation package including bonuses, commissions, paid time off, and Insurance. The total cash compensation may get paid differently by industry, location, and other factors.
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