|REQUISITION TITLE: SEA_Quality Assurance
CONTACT COMPANY: Samsung Electronics America, Inc.
CONTACT URL: http://sea.contacthr.com/20448321
LOW BASE PAY: Competitive
HIGH BASE PAY: Competitive
PAID RELOCATION: No
POSTAL CODE: 29601
COUNTRY: UNITED STATES
JOB FUNCTION: Quality Control/Testing
Ensure quality initiatives established by each subsidiary. Conduct regular quality calibration with each subsidiarys manager. Indentify operations issues, broken process and incorrect policies. Generate regular quality reports for supervisors to coach agents
Common Essential Duties & Resp.
Generate and publish scheduled quality reports for call center operations team and managers at each subsidiary.
Analyze issues or inefficient process discovered during the monitoring or calibration process for operations management team.
Conduct scheduled calibration sessions with managers from each subsidiary.
Process change management. Ensure sure call center follows new process or change in policy.
Ensure contact center meets quality guidelines established by subsidiaries.
Manage a team of Quality Analysts and audit work processes to ensure quality tools are in place for each subsidiary.
Necessary Skills / Attributes
BA, BS degree is required or comparable industry experience.
5+ years in call center quality assurance management required.
Must be proficient in MS Office applications strongly preferred.
Proficient quality assurance systems (NICE, Witness, etc) required.
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