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REQUISITION TITLE: SEA_Quality Assurance Manager
CONTACT COMPANY: Samsung Electronics America, Inc.
CONTACT NAME:
CONTACT TYPE:
CONTACT URL: http://sea.contacthr.com/20448321
PAY TYPE:
LOW BASE PAY: Competitive
HIGH BASE PAY: Competitive
PAID RELOCATION: No
CITY: Greenville
STATE/PROVINCE: SC
POSTAL CODE: 29601
COUNTRY: UNITED STATES
JOB FUNCTION: Quality Control/Testing
JOB TYPE:
REQUIRED EDUCATION:
REQUIRED EXPERIENCE:
TRAVEL: 0
JOB DESCRIPTION:

Position Summary

Ensure quality initiatives established by each subsidiary. Conduct regular quality calibration with each subsidiary’s 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.

JOB REQUIREMENTS:
To apply for this position, please copy and paste the following link into your browser address bar:
http://sea.contacthr.com/20448321