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DoublePositive > Career Opportunties > Available Position
 Head of Quality Assurance and Quality Control
Profile
- Call Center Operations & Supply
Side
- Inside the Firewall
- Time Spent on Phone Each Day – Minimal
- Time Spent on Travel – Minimal
Responsibilties
- Implement centralized training system and tools that
will be leveraged by any/all Managed Call Center partners, including,
but not limited to, training manuals, tests/quizzes, multimedia training
assets.
- Implement and maintain QA/QC tracking system to evaluate
Call Centers and Call Center Agents
- Implement and maintain an outsourced solution for have
each and every call recording reviewed by a human, with the objective
of capturing key data elements that will assist in ongoing quality
improvements
Keys of Success
- Reduction in Demand-side Client Credit Requests
- Increase in overall customer satisfaction (non-economic)
- Increased Supply-side understanding and awareness of
Call Center Policies and Procedures
- Call Center Disposition accuracy ratio
Qualifications and Experience
- Call Center Training
- Call Center Management
- Sales Training
- Technical Writing
- QA/QC Systems
Benefits Include
Position includes full company
paid benefits.
- Family Health
- Family Dental
- Family Vision
- Life Insurance
- Disability Insurance
- Subsidized Gym Membership
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