Job Description

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.

The Performance Monitoring Supervisor (QA) is responsible for:

1. Data-Driven Approach: Leverage data and insights to assess call quality, agent performance, and overall customer satisfaction, translating findings into actionable recommendations for enhancing call center efficiency and customer experience.

2. Leadership and Team Management: Lead, mentor, and inspire a team of quality analysts, providing guidance, feedback, and performance evaluations to foster a culture of excellence and continuous learning.

3. Quality Assurance Management: Design, implement, and maintain quality assurance processes and procedures to ensure consistent service delivery and adherence to established standards.

4. Call Monitoring and Evaluation: Regularly monitor calls to assess agent performance, ensuring compliance with company policies and regulatory requirements, while identifying training needs and coaching opportunities.

5. Performance Reporting: Generate comprehensive reports and dashboards, presenting key performance metrics to management and stakeholders to inform decision-making and strategy development.

6. Collaborative Partnerships: Collaborate with other departments, such as training, operations, and customer support, to implement improvement initiatives and drive a unified approach to customer service excellence.

7. Continuous Improvement: Champion a culture of continuous improvement, staying up-to-date with industry best practices and new technologies to optimize call center processes and performance.

Requirements:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in a call center environment, with at least 3 years of supervisory or managerial experience.
• Data-driven mindset with advanced proficiency in data analysis and reporting tools.
• Excellent leadership, communication, and interpersonal skills to effectively manage and motivate a diverse team.
• Familiarity with call center quality assurance practices and methodologies.
• Ability to work in a fast-paced environment, multitask effectively, and adapt to changing priorities.
• Experience using Verint.
• Willing to work US hours, in BGC and in a hybrid set-up.

What is expected of you and others at this level

Manages department operations and supervises professional employees and/or business support staff on projects of moderate scope and complexity

Participates in the development of policies and procedures to achieve specific goals

• Ensures employees operate within guidelines
• Decisions have a short term impact on work processes, outcomes, and customers
• Interacts with subordinates, peer customers and suppliers at various management levels, may also interact with senior management
• Interactions normally involve resolution of issues related to operations and/or projects
• Gains consensus from various parties involved