Quality Assurance Manager // Dominican Republic.

Quality Assurance Manager

Nombre de la empresaAlorica Ubicación de la empresa Dominican Republic

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and collections, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.


Summary

Performs management level work overseeing all aspects of client specific, call-center quality assurance.



Responsibilities

• Manages center quality assurance programs, staff and evaluates and delegates work assignments based on needs.
• Supports sales team and center management team with new programs throughout program development, implementation, and maintenance.
• Conducts observations and monitors performance. Performs internal audits of quality files to ensure policy and procedure compliance, tracks quality certification completion, and conducts coaching observations.
• Ensures quality expectations of client, center, and corporation are met.
• Coordinates with training to ensure that all quality opportunities are addressed to improve overall performance.

Qualifications & Requirements        

• Minimum Education and Experience: Bachelor’s degree from an accredited university or college.
• Experience in a call center environment, including supervisory experience.

Knowledge, Skills, and Abilities

• Ability to monitor and record improvements in performance.
• Good understanding of business acumen.
• Strategic thinker, independent self-starter, capable of detailed analysis and creative problem-solving.
• Demonstrated ability to influence and motivate across all levels of employees in multiple locations. Superior communication skills: both written and verbal.
• Comfortable with and excels in a fast-paced environment with frequently changing priorities.
• Excellent knowledge of Microsoft Word, Excel, and PowerPoint.

Location: 

Alorica Churchill.

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