Associate Quality Manager

5 days ago

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NexRep, LLC

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NexRep, LLC is a human-focused contact center solutions company that empowers a high-quality, high-performing virtual workforce. By providing work-at-home agents with state-of-the-art tools and technologies, NexRep enables them to deliver exceptional customer experiences across various communication channels. The company's mission is to create a socially responsible enterprise that engages and empowers agents, allowing for flexibility and a fulfilling work-life balance while consistently delivering superior results for clients.

Call Center Consulting • Scriptwriting Consulting • Agent Certification and Development • Fulfillment • Reporting

201 - 500 employees

Founded 2009

🤝 B2B

☁️ SaaS

📋 Description

• Oversee the quality management process using both NexRep and client processes and standards. • Meet minimum requirements for number of audits completed each week per contract and client requirements. • Provide weekly, monthly, and quarterly reporting on quality results including insights on trends and the voice of the customer. • Hire, develop, and maintain a team of qualified Quality Specialists. • Lead quality calibration calls with clients and apply feedback to ensure the variance in scores is in line with client expectations. • Provide recommendations to Operations Managers and Certification on how to improve quality results. • Deliver written and oral feedback to agents on performance gaps based on client expectations. • Host quality improvement sessions for contractors and internal employees to help bring understanding on client expectations, gaps in performance, and what success looks like according to the client. • Join portions of certification to discuss client quality requirements with incoming contractors. • Partner with Operations to build quality improvement plans when needed.

🎯 Requirements

• 2+ years of experience in a quality role • Strong leadership and managerial skills • Proficiency in Microsoft Office 365 • Analytical problem-solving skills • Ability to build and maintain strong client relationships • Ability to develop team members • Ability to make real time assessments and decisions • Ability to create a team centric environment • Ability to work on multiple projects at once • Evening, weekend and holiday hours may be required",