Metropolis - Senior Manager - Non Tech Quality Assurance

Senior Manager Non Tech Quality Assurance

- Managing overall QA for Call Center

- Determining Training Need

- Conducting Internal/External Surveys to monitor CSAT & Analysis

- Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.

- Service Recovery

- Process Improvements

- Mystery Shopping

- CSAT Certifications

- Updates job knowledge by studying trends in and developments in quality management

- Setting customer service standards

- Working with operating staff to establish procedures, standards, systems and procedures

- Making sure the company is working as effectively as possible to keep up with competitors & competitor analysis

- Driving new initiatives