Quality Assurance Manager

hace 3 semanas


Medellín, Antioquia, Colombia Minacs A tiempo completo

Job Title: Quality Assurance Manager - Customer Experience

About Us:

Minacs is a leading provider of business process outsourcing (BPO) and information technology services. We help our clients achieve their goals by delivering high-quality customer experience solutions.

Salary: The estimated salary for this role is around $60,000 - $80,000 per year, depending on location and experience.

Job Description:

The Sr. Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards.

This position assists in assessing quality standards and provides insights to contribute to program performance improvements. Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.

Meets departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).

Participates in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.

Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.

Maintains a strong program knowledge base; basic understanding of client products, services and/or program strategies.

Participates in quality task forces with business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); completes phone time to keep current on programs (as applicable).

Contributes to maintaining forms and legends documents.

Key Responsibilities:

  • Monitor and evaluate customer interactions (calls, email, chat)
  • Assess quality standards and provide insights for program improvement
  • Meet productivity requirements and report results
  • Participate in calibration sessions and internal quality audits
  • Maintain program knowledge base and participate in quality task forces

Requirements:

We are looking for a highly motivated and detail-oriented individual who has excellent communication and analytical skills.

Benefits:

As a Minacs employee, you will enjoy a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, and paid time off.

Location: Medellin, Colombia

Language Requirements: English

Time Type: Full-time



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