QUALITY ASSURANCE MANAGER is responsible for the implementation of policies and procedures to ensure adherence to production quality standards. Monitors and audits process, material, and product testing against established standards and conducts a continuous analysis of quality defects and deviations. Being a QUALITY ASSURANCE MANAGER identifies deficiencies or gaps in testing activities and develops solutions to ensure adequate and robust quality processes. Optimizes processes to comply with existing and new regulatory requirements. Additionally, QUALITY ASSURANCE MANAGER typically requires a bachelor's degree. Typically reports to a director. The QUALITY ASSURANCE MANAGER manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a QUALITY ASSURANCE MANAGER typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Job Description
Job Description
SUMMARY :
The position of Customer Service Quality Assurance Manager is responsible for managing compliance with First Bank quality standards on all contact channels in the Customer Service call center, developing and conducting soft skills training for both agents and supervisors, coaching all agents regularly, developing and executing development plans for agents in partnership with their supervisors, and performing other managerial tasks as needed.
ESSENTIAL FUNCTIONS :
Be familiar with the details of all required duties of team (including but not limited to Retail CSR I, Retail CSR II, Retail CSR III and Retail CSR Supervisor).
Assist staff members with performing their duties as needed.
Keeps abreast of bank-wide changes and be able to communicate the impact to customers.
progress. Collaborate on agent development plans and communicate progress with team.
exceed customer expectations. Update procedures and keep team updated as needed.
be resolved.
changes and updates in Bank Policies and Procedures.
Designs procedures as needed.
Includes appropriate people in decision-making process; Makes timely decisions. Escalates issues to management as appropriate.
Monitors own work to ensure quality.
Efficiency - Demonstrates accuracy and thoroughness; looks for ways to improve efficiency while balancing quality and service excellence;
Applies feedback to improve performance; Monitors own work to ensure effective use of time.
GENERAL QUALIFICATIONS :
Knowledge & Experience :
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.
Individual abilities may result in some deviation from these guidelines.
Associate’s degree or the equivalent combination of education and experience. Work related experience should consist of duties in a business environment.
Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
Ability to prioritize work and manage multiple projects simultaneously.
Application of Active Listening to effect problem solving.
Additional preferred skills include customer service, coaching, training, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking.
Physical Demands / Work Environment :
Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must have the ability to stand, walk, sit and use hands and fingers.
Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.
The environment is a professional office with standard office equipment.
Cognitive Requirements :
Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.
Must be able to pay close attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.
Must have the ability to exercise discretion as well as appropriate judgments when necessary.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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