Contact Center Quality Manager jobs in Oklahoma City, OK

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)

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Quality Assurance Coordinator - Contact Center
  • Love's
  • Oklahoma, OK FULL_TIME
  • Req ID: 433410 

     

    BASIC PURPOSE: The Contact Center Quality Assurance Coordinator is responsible for reviewing agent work (i.e. Calls and/or written communication and documentation) to determine that service quality standards are being met. They will be responsible for identifying and reporting on metrics and quality for the Customer Engagement Contact Centers. They will take calls or assist with written communication, additional call monitoring and reporting as the business need requires.

     

     

    MAJOR RESPONSIBILITIES:

    • Responsible for reviewing agent work (i.e. Calls and/or written communication and documentation) to determine that service quality standards are being met.
    • Responsible for identifying and reporting on metrics and quality of the Customer Engagement Contact Centers.
    • Develop methods for quality improvement and tracking improvement over time, report and provide statistical analysis on feedback, and suggest strategy for long-term improvement of Customer Service opportunities.
    • Identify training needs and communicate any knowledge and skill gaps.
    • Other duties assigned as needed.

     

    EDUCATION AND EXPERIENCE:

    Education:

        • HS Diploma or equivalent required
        • College diploma or university degree in the field of computer science and/or two years equivalent work experience

    Experience:

        • Experience working in a team-oriented, collaborative environment.
        • At least 6 months experience in current role.

     

    SKILLS AND PHYSICAL DEMANDS:

    Skills:

      • Knowledge of basic computer hardware and peripherals
      • Ability to absorb and retain information quickly.
      • Ability to present ideas in user-friendly language.
      • Highly self-motivated and directed.
      • Keen attention to detail.
      • Proven analytical and problem-solving abilities.
      • Ability to effectively prioritize and execute tasks in a high-pressure environment.
      • Exceptional customer service orientation
      • Ability to manage numerous competing demands in an extremely high-stress environment.
      • Excellent verbal and written communication skills.
      • Knowledge of Microsoft Office.

     

            Typical Physical Demands:

      • Requires prolonged sitting, some bending and stooping.
      • 40-hour on-site work week
      • Occasional lifting up to 25 pounds
      • Manual dexterity sufficient to operate a computer keyboard and calculator.Requires normal range of hearing and vision.

     

    Job Function(s): Corporate 

     

    Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:

    • Gemini Motor Transport, one of the industry’s safest trucking fleets
    • Speedco, the light mechanical and trucking service specialists
    • Musket, a rapidly growing, Houston-based commodities supplier and trader
    • Trillium, a Houston-based alternative fuels expert

     

  • 1 Month Ago

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Avaya Contact Center
  • Sira Consulting Inc
  • Oklahoma, OK FULL_TIME
  • Please find below the JD for this requirement. We are looking for Avaya UC resource. JD – Should have 7 years of experience in managing Avaya Aura technology. Handling CCT L2 / L3 / L4 tasks for Avaya...
  • 12 Days Ago

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Temporary Hurricane Contact Center Agent
  • MCI Military Recruitment
  • Oklahoma, OK TEMPORARY
  • POSITION OVERVIEW IMMEDIATE OPENINGS - HURRICANE RELIEF AGENTS MCI is seeking agents to work as needed in response to disaster relief efforts. This is a temporary, remote position contingent on hurric...
  • 18 Days Ago

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Temporary Hurricane Contact Center Agent
  • MCI Jobs
  • Oklahoma, OK TEMPORARY
  • POSITION OVERVIEW IMMEDIATE OPENINGS - HURRICANE RELIEF AGENTS MCI is seeking agents to work as needed in response to disaster relief efforts. This is a temporary, remote position contingent on hurric...
  • 18 Days Ago

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Temporary Hurricane Contact Center Agent
  • MCI Careers
  • Oklahoma, OK TEMPORARY
  • LOCATIONRemote Work-at-Home JOB TYPEPart-Time PAY TYPESHourly Bonus APPLICATION DETAILSNo Resume Required, Entry-Level POSITION OVERVIEW IMMEDIATE OPENINGS - HURRICANE RELIEF AGENTS MCI is seeking age...
  • 19 Days Ago

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Contact Center Representative- 100% Remote
  • Tivly
  • Oklahoma, OK FULL_TIME
  • DescriptionTivly is one of the fastest-growing, profitable insurtech companies, connecting businesses with insurance solutions. Combining a best-in-class call center with a proprietary content and cus...
  • 2 Days Ago

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0 Contact Center Quality Manager jobs found in Oklahoma City, OK area

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Call Center Manager
  • Camping World
  • Oklahoma City, OK
  • Job Description Camping World Holdings, Inc., headquartered in Lincolnshire, IL, (together with its subsidiaries) is Ame...
  • 4/26/2024 12:00:00 AM

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Customer Service Rep Part-Time
  • APMEX
  • Oklahoma City, OK
  • Job Details Job Location APMEX DOWNTOWN - Oklahoma City, OK Position Type Part Time Education Level High School Salary R...
  • 4/26/2024 12:00:00 AM

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Customer Service Representative | OK | Oklahoma City | 20 Nov 2021
  • CARSTAR Franchising, Inc.
  • Oklahoma City, OK
  • Customer Service Representative **Customer Service Representative - CARSTAR Jeremiah's Collision** **JOB SUMMARY** The C...
  • 4/26/2024 12:00:00 AM

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Customer Service Representative | OK | Oklahoma City | 24 Oct 2021
  • CARSTAR Franchising, Inc.
  • Oklahoma City, OK
  • Customer Service Representative **Customer Service Representative - CARSTAR Jeremiah's Collision** **JOB SUMMARY** The C...
  • 4/26/2024 12:00:00 AM

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Customer Service Representative | OK | Oklahoma City | 20 Jan 2022
  • CARSTAR Franchising, Inc.
  • Oklahoma City, OK
  • **Customer Service Representative CARSTAR Jeremiah's Collision, OK 73114** **JOB SUMMARY** The Customer Service Represen...
  • 4/26/2024 12:00:00 AM

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Customer Service Representative | OK | Oklahoma City | 13 Aug 2021
  • CARSTAR Franchising, Inc.
  • Oklahoma City, OK
  • Customer Service Representative **Customer Service Representative - CARSTAR Jeremiah's Collision** **JOB SUMMARY** The C...
  • 4/26/2024 12:00:00 AM

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HR Service Representative
  • Love
  • Oklahoma City, OK
  • ** HR Service Representative** Location: Oklahoma City, OK, US, 73120 **Req ID:** 289921 **BASIC PURPOSE:** The primary ...
  • 4/26/2024 12:00:00 AM

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Member Services Representative
  • Planet Fitness
  • Oklahoma City, OK
  • THE PLANET FITNESS MISSION We at Planet Fitness are here to provide a unique environment in which anyone, and we mean an...
  • 4/23/2024 12:00:00 AM

Oklahoma City lies along one of the primary corridors into Texas and Mexico, and is a three-hour drive from the Dallas-Fort Worth metroplex. The city is in the Frontier Country region in the center of the state, making it an ideal location for state government. According to the United States Census Bureau, the city has a total area of 620.34 square miles (1,606.7 km2), of which 601.11 square miles (1,556.9 km2) is land and 19.23 square miles (49.8 km2) is water. Oklahoma City lies in the Sandstone Hills region of Oklahoma, known for hills of 250 to 400 feet (120 m) and two species of oak: blac...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$66,926 to $100,793
Oklahoma City, Oklahoma area prices
were up 1.2% from a year ago

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