About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story - https://youtu.be/a6CvsUKYN8g
About the Job
The Quality Insights Manager is responsible for ensuring Ambassadors across our four Americas sites are delivering exceptional customer experiences by monitoring customer interactions for accuracy of information, call handling standards and adherence to policies and procedures. The ideal candidate will be responsible for running and maintaining the nesting program for all new hire and upskilled Customer Service Representatives. The role also interacts and reports to clients on the QA environment, providing both successes and opportunities for development.
As Quality Insights Manager - Americas, You Will
Supervisory Responsibilities
- Hire and train quality assurance staff
- Oversee the daily workflow and schedules of the department including team utilization
- Conduct weekly 1:1 with QA amp; Nesting Leads
- Optimize individual / team performance, identify improvement areas / training needs for team, implement action plans and track closure
- Payroll amp; bonus sheet approvals for all QA, Leads and Nesting teams
Role amp; Responsibilities
- Establish improvement plans to baseline current quality levels and recommend strategies to improve quality performance with the Operations teams
- Ensure that agents, processes, and systems are in compliance with established quality standards and meet client requirements
- Develop Nesting best practices to ensure our newest agents are supported as they transition from training to operations
- Launch quality and nesting programs at new sites as they are stood up
- Work closely with Operations to develop leadership quality proficiency
- Review processes in order to ensure that they align with current client needs
- Build and maintain weekly and monthly reporting for the Operations team
- Build monthly and quarterly business review decks
- Develop, monitor, and report on performance metrics and variances
- Make recommendations to mitigate risks and improve quality standards
Client Interactions
- Conduct meaningful conversations with the client quality team through weekly QA meetings amp; POC 1:1
- Be available for client meetings as requested by the client
Requirements
As Quality Insights Manager - Americas, You Have
- BS/BA in Education or Business Administration or equivalent work experience
- 3+ years previous contact center experience is preferred
- Experience in adult learning principles and the ability to implement these principles into a training curriculum
- Coaching and mentoring experience
- Knowledge of call center systems, ACD/IVR, and performance statistics
- The ability to solve problems and offer suggestions in a positive, developmental manner
- xcellent organizational and time management skills
- Great communication skills, especially in face-to- face and online chat situations
- Strong leadership, analytical, and decision-making skills
- A passion for interacting with employees at all levels of our company and are comfortable interacting with clients
- Strong knowledge of MS Excel, MS Word and MS Office
- The ability to travel periodically
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.