How to Be Call Center Quality Assurance Manager - Job Description, Skills, and Interview Questions

May 11, 2022 / 6 Minutes Read / By Albert

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The Call Center Quality Assurance Manager is a pivotal role in any organization that provides customer service. They are responsible for ensuring that all customer interactions are conducted according to established standards, and providing feedback and coaching to ensure that employees meet those standards. When this role is filled properly, it can lead to increased customer satisfaction, improved customer retention, and increased revenues.

On the other hand, a poor performance by the Quality Assurance Manager can lead to decreased customer satisfaction, higher rates of customer attrition, and decreased profits. In order to be successful, the Quality Assurance Manager must have excellent communication skills, strong problem-solving and analytical abilities, and a deep understanding of customer service standards.

Steps How to Become

Earn a Bachelor's Degree. A bachelor's degree in business administration, management, finance, or a related field is typically the minimum educational requirement for call center quality assurance manager positions. Coursework should include classes in finance, economics, accounting, business law, communication, customer service, and business administration.
Develop Relevant Skills. Relevant skills for call center quality assurance managers include customer service experience, knowledge of call center technology, and clinical experience. Such skills can be developed through on-the-job experience or through courses offered at community colleges and universities.
Obtain Call Center Experience. Call center experience is essential for call center quality assurance managers. It is recommended to gain at least two years of experience in a call center setting before applying for a quality assurance manager position.
Pursue a Certification. Earning a call center certification can provide job candidates with an advantage when applying for call center quality assurance manager positions. Certifications are available from organizations such as the American Society of Quality (ASQ) and the International Quality Federation (IQF).
Obtain a Quality Assurance Manager Position. Once applicants have acquired the necessary education and experience, they can apply for call center quality assurance manager positions. Employment opportunities can be found in job search sites and online classifieds.

The role of a Call Center Quality Assurance Manager is to ensure high quality customer service from all agents. A successful manager must be able to analyze and identify gaps between customer expectations and actual customer experience. They must also be able to measure agent performance and provide feedback to help improve it.

To achieve this, a Quality Assurance Manager must possess strong communication, problem-solving, and analytical skills. they need to be able to work with a variety of teams and departments to ensure that customer service standards are met throughout the organization. By meeting these requirements, a Call Center Quality Assurance Manager can help increase customer satisfaction, reduce customer complaints, and drive positive business results.

You may want to check Call Center Account Manager, Call Center Systems Administrator, and Call Center Director for alternative.

Job Description

Monitor customer service calls and provide feedback to call center representatives.
Develop and maintain quality assurance standards and guidelines for the call center.
Lead the implementation of quality improvement initiatives in the call center.
Investigate and analyze customer complaints, and develop corrective action plans to address root causes.
Track key performance indicators and analyze trends to identify areas for improvement.
Design and conduct training sessions to ensure staff are meeting quality assurance standards.
Maintain contact with customers and solicit feedback on call center operations.
Establish and maintain relationships with internal departments to ensure cooperation and collaboration in achieving quality goals.
Develop and manage a process to evaluate new processes, technologies, and procedures that support improved customer service experiences.
Monitor vendor performance and ensure compliance with established service levels.

Skills and Competencies to Have

Excellent communication skills
Strong problem-solving skills
In-depth knowledge of call center operations and processes
Ability to effectively manage and motivate a team
Proficient in call center quality assurance techniques and metrics
Proficient in customer service principles and practices
Ability to quickly identify customer service issues
Experience in supervising staff and leading teams
Knowledge of relevant software applications and tools
Ability to implement effective quality assurance processes and standards
Excellent organizational and time management skills
Ability to work independently and as part of a team
Ability to analyze data, identify trends, and make recommendations
Knowledge of relevant regulations and compliance requirements

The role of a Call Center Quality Assurance Manager is to ensure that customer service standards are met and exceeded. To be successful in this role, the manager must possess a wide range of skills, including strong leadership abilities, excellent communication skills, problem-solving capabilities, and the ability to motivate and encourage employees. Without these skills, the manager won't be able to effectively manage the quality assurance process, leading to poor customer service and a decrease in customer satisfaction.

Furthermore, when customer service falls below expected standards, customers may choose to take their business elsewhere, costing the company valuable revenue. To ensure that customer service is at its best, the manager must be able to identify problems quickly and develop strategies to fix them. By taking a proactive approach and ensuring that customer service is top-notch, the manager can help the company succeed and maintain its competitive edge.

Call Center Claims Adjuster, Call Center Outbound Sales Manager, and Call Center Collections Representative are related jobs you may like.

Frequent Interview Questions

What experience do you have managing a call center quality assurance team?
How have you implemented changes to improve call center performance and customer satisfaction?
How do you coach and motivate your team to deliver improved performance and customer service?
What strategies do you use to stay up to date on industry trends and changes?
Describe your experience developing and enforcing call center policies and procedures.
How do you handle customer complaints and escalations?
What metrics do you use to measure the effectiveness of your call center quality assurance program?
What strategies do you use to identify opportunities for improvement in customer service operations?
What technologies have you used to help monitor and improve call center performance?
How do you ensure that the customer service representatives are following the established guidelines and standards?

Common Tools in Industry

Calabrio Quality Management Suite. This suite of tools provides automated call recording, quality scoring, and analytics, allowing call center managers to monitor and evaluate agent performance. (Example: Use Calabrios speech analytics capabilities to spot trends in customer feedback and identify areas for improvement. )
NICE Performance Manager. This tool enables call center managers to track key performance indicators such as average handle time, first call resolution rate, and customer satisfaction scores. (Example: Set up NICE Performance Manager to track agent performance on a daily basis. )
Five9 Quality Management System. This tool offers a comprehensive quality monitoring and reporting platform, allowing call center managers to measure agent performance against pre-defined goals. (Example: Utilize Five9s real-time reporting capabilities to quickly identify areas where agent performance needs to be improved. )
Verint Quality Assurance Suite. This suite of tools provides comprehensive monitoring, scoring, and reporting capabilities that enable call center managers to track agent performance and ensure customer satisfaction. (Example: Use Verints powerful analytics suite to uncover patterns in customer behavior and identify areas for improvement. )
Genesys Quality Management System. This tool provides an intuitive platform that allows call center managers to monitor, score, and review agent performance in real-time. (Example: Leverage Genesyss automated alerts to quickly identify and address any customer service issues. )

Professional Organizations to Know

Call Center Quality Assurance Association
Society of Quality Assurance
International Quality and Productivity Center
American Society for Quality
International Customer Service Association
Professional Association of Customer Engagement
National Call Center Association
Global Call Center Network
International Association of Call Centers
Association for Call Center Professionals

We also have Call Center Operations Analyst, Call Center Technical Support Representative, and Call Center Technical Lead jobs reports.

Common Important Terms

Quality Assurance (QA) - A system of processes, procedures, and tools designed to ensure that the quality of products and services meets the standards expected by customers.
Customer Service - The act of providing support and assistance to customers before, during, and after a purchase.
Call Center - A centralized call center that provides customer service and technical support for multiple companies.
Service Level Agreement (SLA) - A contract between a customer and a provider that outlines the services, performance standards, and responsibilities of each party.
Root Cause Analysis (RCA) - A structured approach to identifying the underlying cause of a problem or issue.
Performance Metrics - Quantitative measures used to assess the performance of a business or team.
Reporting Tools - Software used to track, analyze, and report on key performance indicators.
Quality Control (QC) - The process of testing and evaluating products or services to ensure they meet the company's quality requirements.

Frequently Asked Questions

What responsibilities does a Call Center Quality Assurance Manager have?

A Call Center Quality Assurance Manager is responsible for monitoring, measuring, and improving the quality of customer service provided by a call center. This includes developing quality assurance programs, analyzing customer feedback, and training staff on customer service standards.

What qualifications are required for a Call Center Quality Assurance Manager?

The minimum qualifications for a Call Center Quality Assurance Manager include a Bachelor's degree in Business Administration or a related field, as well as several years of experience in customer service or quality assurance. Additionally, strong analytical and communication skills are essential.

What metrics are used to measure the performance of a call center?

Common metrics used to measure the performance of a call center include customer satisfaction ratings, Average Handle Time (AHT), First Contact Resolution (FCR), and call abandonment rate.

What tools are used by Call Center Quality Assurance Managers?

Call Center Quality Assurance Managers typically use a variety of software tools to monitor, measure, and improve the quality of customer service provided by a call center. These tools include customer feedback surveys, call recording software, and data analytics dashboards.

What is the average salary for a Call Center Quality Assurance Manager?

According to ZipRecruiter, the average salary for a Call Center Quality Assurance Manager is $54,448 per year.

Web Resources

Quality Assurance Manager | NC State Online and Distance online-distance.ncsu.edu
What Does a Quality Assurance Manager Do? www.goodwin.edu
How to Become a Quality Assurance Manager | Wake Forest school.wakehealth.edu