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Quality Assurance Manager

3 months ago

Henderson, United States AGR Group Nevada, LLC Full time

Join Our Team as a Quality Assurance Manager - Contact Center

About Us:
At AGR Group Nevada, we pride ourselves on delivering exceptional customer service and maintaining the highest standards of operational excellence. We are seeking a dedicated and experienced Quality Assurance Manager to join our dynamic team. This role is pivotal in ensuring our contact center operations meet regulatory requirements, uphold client expectations, and continuously improve service delivery.

Role Overview:
As a Quality Assurance Manager, you will lead our QA team in monitoring customer interactions to ensure compliance with policies, regulatory standards, and quality benchmarks. Your expertise will drive process improvements, help implement best practices, and foster a culture of quality throughout our organization. You will collaborate closely with stakeholders to address quality concerns, manage projects, and provide strategic insights to enhance operational efficiency.

Key Responsibilities:

  • Lead and mentor the QA team to uphold service quality standards and regulatory compliance.
  • Conduct audits and evaluations to assess adherence to company policies and client-specific requirements.
  • Drive continuous improvement initiatives based on QA findings and customer feedback.
  • Collaborate with cross-functional teams to implement quality enhancements and resolve escalated issues.
  • Provide leadership in project management related to QA initiatives and stakeholder engagement.

Qualifications:
  • Proven experience as a Quality Assurance Manager in a contact center environment.
  • Comprehensive knowledge of contact center operations, quality assurance practices, and regulatory compliance.
  • Strong analytical skills with the ability to interpret data and drive actionable insights.
  • Excellent communication and interpersonal skills, with a collaborative approach to problem-solving.
  • Bachelor's degree in Business Administration, Communications, or a related field (preferred).
  • Must pass a background check

This job description provides a brief overview and is not a comprehensive job description.