Quality Assurance Manager, Call Centers Salary
A Quality Assurance Manager, Call Centers earns an average salary of $60,000 per year. Experience has a moderate effect on pay for this job. Most people move on to other jobs if they have more than 20 years' experience in this field.
Job Description for Quality Assurance Manager, Call Centers
A quality assurance manager, call center ensures that call center employees handle their calls in accordance within the required rules and scripting parameters. The call center may vary in its duties; for instance, it may be a sales and telemarketing call center. Call centers may also handle customer inquiries and form the first line of customer service. The quality assurance manager helps to determine what successful outcomes of large sections of calls will look like. Then he or she works to ensure that call center employees adhere to the rules and scripts developed for them in their interactions with consumers and prospective customers.Read More...
In sales call centers, the quality assurance manager will simply monitor samplings of calls made by phone personnel. The manager listens to recordings of the calls to ensure that the information provided is accurate, on-script, and provided in a pleasant and upbeat manner. The quality assurance manager also ensures that the calls are conducted efficiently and professionally and that phone personnel maintain individual quotas of calls per hour. The quality assurance manager will typically work with a call center team manager on any corrective measures that need to be implemented.
In all situations, a quality assurance manager in a call center will seek to provide unified, consistent, professional caller interactions with the company. Most call center quality assurance managers are required to have extensive practical experience in customer service settings, as well as a bachelor’s or associate's degree in business or a related field.
Quality Assurance Manager, Call Centers Tasks
- Track the performance of employees to identify trends and make sure they meet sales and performance goals.
- Make sure call center employees provide complete and accurate information to callers.
- Provide employees with training and coaching to help them improve their skills.
- Monitor call center employees to ensure they provide customer service conforming to company guidelines.
- Provide reports on call center performance for the operations team and center managers.