Quality Assurance Call Center Supervisor

Job Description

Job Description

We are seeking a dedicated and experienced "Quality Assurance Call Center Supervisor" to lead our customer service team. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer service. As a Quality Assurance Call Center Supervisor, you will be responsible for overseeing daily operations, managing team performance, and ensuring that all customer interactions are handled efficiently and effectively. This role requires excellent communication skills, the ability to manage multiple projects, and a commitment to fostering a positive work environment.

Responsibilities

• Maintain daily and/or weekly quality monitoring reports to present to the Manager.
• Monitor call statistics and quality statistics for the call center team.
• Provide ongoing feedback about evaluation processes to ensure appropriate key points for a superior customer service experience!
• Collect and compile data to determine improvement areas.
• Prepare reports with the data obtained.
• Provide professional constructive criticism.
• Supervise and mentor call center agents to ensure high levels of performance and customer satisfaction.
• Monitor call metrics and provide feedback to team members to improve service quality.
• Handle escalated customer inquiries and resolve issues promptly.
• Develop training programs for new hires and ongoing training for existing staff.
• Collaborate with management to set goals and objectives for the call center team.
• Implement best practices in customer service and sales strategies.
• Prepare reports on team performance, customer feedback, and operational efficiency.
• Foster a positive team culture that encourages collaboration and professional growth.

Qualifications

• Proven experience in a supervisory role within a call center or customer service environment.
• Strong leadership skills with the ability to motivate and manage a diverse team.
• Excellent communication skills in English; multilingual abilities are a plus.
• Experience in sales management is preferred.
• Strong project management skills with the ability to prioritize tasks effectively.
• Ability to negotiate effectively with customers and stakeholders.
• Proficient in using call center software and CRM systems.
• A commitment to providing exceptional customer service.

Join us in making a difference through outstanding customer support while leading a dynamic team!

Company DescriptionOur clients always make us smile when they say “we only want to work with you, Staffing Specifix.” This means we have served them exceptionally well-On Time, Every Time. We take great pride in always being there when our clients need us.

Company Description

Our clients always make us smile when they say “we only want to work with you, Staffing Specifix.” This means we have served them exceptionally well-On Time, Every Time. We take great pride in always being there when our clients need us.