Contact Center Quality Mgr
4 weeks ago
DH Pace Company, Inc. in Olathe, KS is seeking a dedicated and experienced Contact Center Quality Manager to lead and oversee the quality monitoring, quality assurance, customer experience (CX), and knowledge management initiatives across our nationwide contact centers. In this role, you will ensure that our contact center agents consistently meet company standards while driving continuous improvements in service delivery and customer satisfaction. You will work closely with various business units, manage agent performance, and ensure our contact center team is equipped with the knowledge and tools they need to succeed.
Key Responsibilities:
* Quality Assurance Leadership: Lead the contact center quality programs to ensure top-tier customer service. Develop and maintain evaluation criteria and scoring systems for performance and customer experience monitoring. Manage the quality assurance process by overseeing the fair and consistent evaluation of customer interactions.
* Customer Experience Enhancement: Design and implement post-call surveys to gather customer feedback across multiple channels. Analyze trends in customer satisfaction data and provide actionable insights to improve the customer experience. Regularly refine survey content to enhance participation and feedback quality.
* Knowledge Management: Serve as the primary point of contact for aligning the contact center with other departments, ensuring that all updates and changes impacting operations are communicated effectively. Oversee the management of the knowledge base, ensuring accurate and easily accessible information is available for agents to use in customer interactions.
* Reporting and Continuous Improvement: Present performance insights and quality results to regional leadership during quarterly business reviews. Provide guidance and support for performance improvement initiatives and resolve escalated customer service issues. Regularly update Standard Operating Procedures (SOPs) and help implement new technologies to improve contact center operations.
* Leadership and Development: Manage and develop the quality team by offering clear direction, coaching, and training. Foster a positive work environment that encourages employee growth, performance, and morale. Ensure compliance with company policies and lead staffing and scheduling decisions to optimize team efficiency.
* Special Projects and Ad Hoc Duties: Lead initiatives to improve operational efficiency and effectiveness within the contact center. Demonstrate flexibility in taking on additional responsibilities to support business needs, including reviewing employee performance and managing any employee concerns.
Qualifications:
* A Bachelor's degree is preferred
* 5 years of experience in customer service, quality management, or contact center operations.
* A minimum of 3 years in a leadership role is required.
* Strong understanding of performance metrics and the ability to drive improvement.
* Excellent communication and interpersonal skills.
* Proven ability to lead teams, develop others, and provide actionable feedback. Strong problem-solving abilities, particularly in managing operational challenges in contact centers.
Why DH Pace?
DH Pace Company is a distribution, construction and service organization offering a complete range of door and door related products and commercial security products. The company is privately owned and has been in operation over 95 years We have 50+ US offices in 24 states with 2023 company-wide sales of $1 billion.
Our benefit offerings include:
* Medical, dental, and vision options: Available on the 1st day of the month following your start date
* Paid time off plan
* Paid Holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
* Floating Holidays: Up to 2 floating holidays per year
* Competitive compensation: Including annual performance evaluations
* 401k retirement plan: Including an employer match
* Company paid: Life insurance, short-term disability, & long-term disability
* and more
Successful completion of references, employment verifications, background check, and drug screen required in advance of hire
DH Pace Company, Inc. does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc. Please, no phone calls or emails.
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Contact Center Quality Mgr
4 weeks ago
Olathe, United States DH Pace Company, Inc. Full timeDH Pace Company, Inc. in Olathe, KS is seeking a dedicated and experienced Contact Center Quality Manager to lead and oversee the quality monitoring, quality assurance, customer experience (CX), and knowledge management initiatives across our nationw Continuous Improvement, Customer Experience, Leadership, Quality Assurance, Quality, Operations, Technology
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Olathe, United States DH Pace Company, Inc. Full timeDH Pace Company, Inc. in Olathe, KS is seeking a dedicated and experienced Contact Center Quality Manager to lead and oversee the quality monitoring, quality assurance, customer experience (CX), and knowledge management initiatives across our nationw Continuous Improvement, Customer Experience, Leadership, Quality Assurance, Quality, Operations, Technology...
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