Call Center Quality Assurance Manager Job Description
Call Center Quality Assurance Manager Job Profile and Description
A quality assurance manager in a call center has to perform a variety of duties which helps the call center executives
operate at an optimal efficiency. The quality assurance manager measures and gauges all the activities of the call center
executives. They monitor the phone calls and emails to verify that the CCE (call center executives) are working in
accordance with the company rules and regulations.
Duties and Responsibilities
To participate in designing the call monitoring formats and suitable quality standards.
To perform call monitoring and provide trend data to the site management team.
To use quality monitoring data management system for compiling and tracking performances at team and individual
To monitor emails of customer contacts.
To participate in customer and client listening programs and identifies customer expectations and needs.
To provide actionable data to the various internal support groups as and when needed.
To coordinate and facilitate call calibration sessions for the organization staffs.
To provide feedbacks to the team leaders and managers.
To prepare and analyze internal and external quality reports and managing the staff reviews.
Skills and Specifications
He should have excellent oral, written and interpersonal communication skills.
He should have exceptional listening and analytical skills.
He should have intermediate knowledge/expertise with PC hardware and software (Word and Excel).
He should be well versed in intermediate to advanced knowledge levels with Internet technology and should be
familiar with cable modem technology.
He should have strong knowledge of customer care processes and techniques.
He should have demonstrated ability to work well in a team environment.
He should be dedicated to provide exceptional service to the company.
Education and Qualifications
A call centre quality assurance manager is required to hold an MBA degree in a related subject.
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