Quality Assurance Manager
- Responsible for ensuring the quality of telemarketing operations.
- Develop and implement quality assurance procedures and conduct regular audits.
- Collaborate with training and operations departments to improve agent performance.
DirectIT is looking for an experienced Quality Assurance Manager to join our team. This is a full-time position with a starting salary at $80-90k + Superannuation.
As the Quality Assurance Manager, you will be responsible for ensuring the quality of our telemarketing operations by monitoring, evaluating and coordinating systems. You will be responsible for identifying areas of improvement and making recommendations to management for process improvement. You will work closely with DirectIT’s operations team to ensure that agents are trained and equipped with the necessary tools to meet the high standards within our organisation.
Responsibilities:
- Develop and implement quality assurance procedures, including system monitoring, scoring, and feedback to agents
- Identify areas of improvement and make recommendations to management for process improvement
- Collaborate with training and operations departments to ensure that agents are trained and equipped with the necessary tools to meet standards
- Conduct regular audits to ensure compliance with company policies and procedures
- Provide coaching and feedback to staff members on areas where improvement is needed
- Analyze data to identify trends and areas of opportunity for improvement
- Participate in cross-functional teams to drive process improvement initiatives
- Create reports and present findings to management on a regular basis
- Ensure that all quality assurance activities are conducted in compliance with applicable laws and regulations
Qualifications:
- Bachelor's degree in business administration, communication, or related field
- At least 2 years of experience in a Quality Assurance role, preferably in a telemarketing or call center environment
- Excellent communication and interpersonal skills
- Strong analytical skills and attention to detail
- Proven ability to identify areas of improvement and drive process improvement initiatives
- Knowledge of quality assurance best practices and techniques
- Familiarity with call center technologies and systems
- Ability to work independently and in a team environment
If you meet the above qualifications and are interested in this exciting opportunity, please submit your resume and cover letter for consideration.
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