Contact Center Training & Qa Manager
Usa Clinics Group
As part of the Contact Center Team, worked closely with internal stakeholders, vendors, and team members to help ensure the delivery of an unparalleled experience. As a Training & QA Manager, I ensured that customer interactions are delivered in the most effective manner by delivering industry leading processes, curriculum, and documentation. Through random and targeted team member call quality evaluations, I stayed responsible for ensuring high quality standards and sales goals are achieved and exceeded across multiple channels. Regularly modified and updated the key quality findings and updated training content and LMS while assuring compliance. I constantly collaborated with Leadership and cross functional teams in this key position. My job responsibilities included:Setting and defining quality standards for inbound, outbound, and automated standards to ensure quality and compliance standards are exceeded.Ensured quality evaluations are completed and delivered in a timely fashion while monitoring for script adherence and KPI’s.Helped achieve Sales goals of generating maximum appointments per day.Was responsible for the performance of onshore and three other offshore locations of company operations. Completed team member (quality) performance scorecard.Prepared & Delivered weekly / monthly trainings.Organised quality audits while identifying training and coaching framework and actions.Facilitated new hire training to Team Members, while supporting through transition team.Updated Learning Management & Knowledge Management Systems as needed.Conducted regular reviews to identify knowledge gaps and wider team trends while recommending new training.Was often called upon to support call center peak times to maintain process & proficiency knowledge.Developed assessment program, scoring cadence, coaching and development life cycle.
