Contact Center Quality Manager jobs in Reading, PA

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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Contact center representative
  • Diamond Credit Union
  • Pottstown, PA FULL_TIME
  • Description

    Diamond's culture is made up of a team of driven and passionate employees that care about helping others. When you work at Diamond, you will find that you can have more than just a job here, you can build your career.

    Diamond employees believe in doing more for our members and more for our community, which is what has helped make us one of the Best Places to work in PA for 8 consecutive years .

    See how your career can grow when you start working with Diamond Credit Union.

    Position Summary :

    Member Advocate - Member Contact Center-Call handles member requests and provide exceptional member service. Using product knowledge to recognize cross sell opportunities and refer to appropriate credit union specialists.

    Supervisory Responsibilities :

    No direct reports.

    Essential Functions :

    • Effectively handle incoming calls, making sure all calls are answered within 2 rings, while ensuring established average speed of answer performance and abandon rate standards are met.
    • Assist members with general inquiries, account management, routine account-related requests such as : account reconciliation, evaluation and explanation of products, service fee and overdraft charges, up to and including fee refunds, transfer of funds, stop payment requests, debit cards (i.

    e. : usage, limits and dispute processing), credit card and loan payment processing, account maintenance changes (i.e. : name / address, phone, etc.

    check reorders and interaction with internal support departments and 3rd parties.

    Requirements

    Required Skills / Abilities :

    • Demonstrated dedication to positive, member-focus service.
    • Good interpersonal and communication skills to ensure member related issues are handled in a fair, consistent manner.
    • Good organizational skills and attention to detail.
    • Good technical skills and ability to work with multiple systems.
    • Ability to be available at 7 : 45am M-Sat.
    • Available to work until 5 : 15pm M-W, 7 : 15 Th, 6 : 15pm Fri, and 1 : 15 Sat on a rotational basis.

    Education / Experience :

    • High school diploma or equivalent.
    • Two plus years of customer service experience, preferably within a financial institution.

    Diamond Credit Union is an Equal Opportunity Employer.

    Last updated : 2024-03-22

  • 4 Days Ago

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Member Advocate - Member Contact Center - Call (Flex Remote)
  • Diamond Credit Union
  • Pottstown, PA FULL_TIME
  • Description Diamond's culture is made up of a team of driven and passionate employees that care about helping others. When you work at Diamond, you will find that you can have more than just a job her...
  • 11 Days Ago

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Center Manager
  • Code Ninjas of Chester Springs PA
  • Chester Springs, PA PART_TIME
  • If you like connecting with kids who are excited about learning and technology with an entrepreneurial spirit and a desire to lead. Then Code Ninjas has the job for you!Code Ninjas is the nation’s fas...
  • 1 Month Ago

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Quality Assurance Manager
  • Sunsweet Growers Inc.
  • Fleetwood, PA FULL_TIME
  • The Plant Food Safety Quality and Sanitation (FSQS) Manager is responsible for managing all programs related to food safety, quality, and sanitation for the facility. This position assists Operations ...
  • 3 Days Ago

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Construction Quality Manager
  • Metropolitan Companies
  • Wyomissing, PA FULL_TIME
  • Metropolitan Companies is looking for a Construction Quality Manager to join our team! The Construction Quality Manager will act as an owner's representative and liaison between Metropolitan Companies...
  • 17 Days Ago

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Quality Control Manager - Reading, PA
  • Supplyone Master
  • Reading, PA FULL_TIME
  • Mission of the Role (What you’ll be doing): As the Quality Control Manager for the Plastics Division at SupplyOne, you will play a pivotal role in ensuring the highest standards of product quality and...
  • 9 Days Ago

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0 Contact Center Quality Manager jobs found in Reading, PA area

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Clinical Research Patient Outreach Manager
  • SQRL
  • Plymouth Meeting, PA
  • Highlights $70,000 - $85,000 salary + up to 15% performance bonus! Lead and manage a team of patient recruiters Plan and...
  • 3/28/2024 12:00:00 AM

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Call Center Representatives
  • Manpower USA
  • Reading, PA
  • Our client, an award - winning Fortune 200 Utility Company in Reading PA, is seeking for Customer Service Representative...
  • 3/27/2024 12:00:00 AM

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Customer Service Rep-Technical
  • Spectrum Brands
  • Reading, PA
  • **Customer Service Rep-Technical** Job Title Customer Service Rep-Technical Job # US13772 Requisition Type Regular Funct...
  • 3/27/2024 12:00:00 AM

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Call Center Administrative Assistant
  • WITMER PUBLIC SAFETY GROUP INC.
  • Coatesville, PA
  • Description This position is responsible for providing administrative and clerical services support to the Customer Serv...
  • 3/26/2024 12:00:00 AM

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Claim Internship Program
  • The Travelers Indemnity Company
  • Reading, PA
  • Who Are We? Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this...
  • 3/25/2024 12:00:00 AM

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Sales and Service Specialist
  • Fulton Bank
  • Reading, PA
  • Overview: This is a full-time career opportunity (approximately 40 hours per week ) based out of our Spring Towne Center...
  • 3/25/2024 12:00:00 AM

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Customer Service Representative
  • Precision Aviation Group
  • Coatesville, PA
  • Keystone Turbine Services, a division of Precision Aviation Group (PAG), is a leader in the MRO (maintenance, repair, ov...
  • 3/24/2024 12:00:00 AM

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Customer Service Associate
  • Wawa, Inc.
  • Reading, PA
  • Job Description Job Title: Customer Service Associate Location: Field Department: Store Operations Job Summary: The Cust...
  • 3/24/2024 12:00:00 AM

Reading (/ˈrɛdɪŋ/ RED-ing; Pennsylvania German: Reddin) is a city in and the county seat of Berks County, Pennsylvania, United States. With a population of 87,575, it is the fifth-largest city in Pennsylvania. Located in the southeastern part of the state, it is the principal city of the Greater Reading Area, and is furthermore included in the Philadelphia-Reading-Camden PA-NJ-DE-MD Combined Statistical Area. The city, which is approximately halfway between the state's most populous city, Philadelphia, and the state capital, Harrisburg (as well as about halfway between Allentown and Lancaster)...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$72,798 to $109,694
Reading, Pennsylvania area prices
were up 1.5% from a year ago

Contact Center Quality Manager in Somerset, NJ
Although we are good at making it look easy, quality customer service does not happen by chance.
December 17, 2019
Contact Center Quality Manager in Provo, UT
The call is flagged due to involving a refund, and the agent is required to meet with their quality manager.
February 11, 2020
Contact Center Quality Manager in Kingsport, TN
We're looking for talented people who will put our customers at the center of everything we do.
January 28, 2020