Global QA Manager
at C3/CustomerContactChannels

Date Posted: 9/6/2019

Job Description

Company Overview C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies.  C3 builds solid partnerships with its clients based on mutually determined business objectives.  Our service offerings include; contact center services, web services, data analysis, back office solutions and consulting services.  Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry.  Consistency across our centers, regardless of geography, is at the core of our operating philosophy.



Quality Assurance Manager                    

Position Purpose: The Quality Assurance Manager is responsible for the daily supervision and management of a team of Quality Assurance Representatives (QAR). The Quality Assurance Manager's primary role is that of coach and teacher to ensure that the QAR's meet or exceed the standards set forth by C3 and the client. 

Job Responsibilities  

  • Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards
  • Work with supervisors and management to ensure that all associates are meeting quality standards
  • Provide training as needed to both new hires and experienced associates
  • Attend and contribute to both internal and client calibration sessions
  • Carry out reward and recognition programs as outlined by C3 and the client
  • Remain knowledgeable on project information by keeping training manual and memos updated
  • Track trends and make recommendations for refresher and/or up- training to the trainer(s)
  • Any other duties and responsibilities assigned by management of the company
  • Interview and train QA team
  • Provide coaching and support to QARs
  • Coordinate quality results with other states
  • Develop bridge-building programs with Operations team

 Qualifications

  • High school diploma or equivalent required. Some college preferred
  • Leadership experience required
  • 3-5 years QA experience in a call center environment
  • Proficiency in Microsoft Office applications, especially MS Word and Excel
  • Excellent oral and written communication skills
  • Detailed-oriented
  • Analytical skills
  • Exceptional motivational and interpersonal skills
  • Able to work independently
  • Flexible Schedule
  • Dependability regarding completion of assignments and attendance
  • Ability to pass a drug screen and background check

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.  Become a FAN today, and be on your way to a rewarding career!

Job Snapshot

About Us

C3/CustomerContactChannels is a trusted partner in outsourced customer management solutions. With three decades’ experience, we’re a category leader – one who employs time-tested methodologies and broad industry insights to seamlessly manage customer contacts and interactions. Our singular focus: To build brand value with every call we answer, every email we respond to, and every web visitor that we support.

Are you ready to work with a company that truly appreciates your talents? At C3 we believe in creating a culture that offers more than just a job – we are committed to inspiring success and promoting performance in an environment that fosters creativity, leadership, and innovation in each and every valued member of our team. C3 Benefits Include:

  • Family & Individual Medical Plans, Dental, Vision
  • Prescription Drug Coverage
  • Life Insurance & ADD
  • 401k
  • Flexible Spending Account
  • Short/Long Term Disability
  • Legal Plan
  • Employee Assistance Program (EAP)
  • Holidays, Paid Vacation & Sick Time
  • Paid Training
  • Tuition Reimbursement
  • Local/National Employee Discounts
  • Exciting Growth Opportunities!

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Join the C3 Connect Talent Network today and be on your way to a rewarding, new career!

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