CUSTOMER QUALITY MANAGER - CALL CENTER

Job Summary

Must be bilingual English and Spanish

The Customer Experience Quality Manager is primarily responsible for the design of the Bank’s Quality Assurance Program, implement, monitor and report on it. Their primary focus is the company’s service quality and delivering best in class customer service. This position ensures that our employees, products, services, and processes meet the needs of our clients. Responsible to monitor and assess the quality of customer conversations, across all contact channels. This includes phone calls (both inbound and outbound), emails, live chat conversations and so on.

Essential Duties & Responsibilities:

Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
Ensure the operations delivers the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels.
Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
Provide leadership, development and coaching to all staff members with customer contact. Actively engaging and supporting the development of the team to ensure better performance and succession planning.
Monitoring and assessing staff performance against a set of criteria.
Giving feedback to staff members on how they can improve.
Developing a metric for Quality Scores to track individual and team performance.
Minimum of five (5) years of banking experience. Prior management in customer service and call center preferably in a banking environment experience preferred.

CUSTOMER QUALITY MANAGER - CALL CENTER

Job Summary

Essential Duties & Responsibilities:

Minimum Requirements:

Apply Now

CUSTOMER QUALITY MANAGER - CALL CENTER

Job Summary

Essential Duties & Responsibilities:

Minimum Requirements:

Apply Now

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