Contact Center Quality Manager - Speech Analytics
Tasks
- Administer and optimize speech analytics tools
- Analyze quality customer experience and operational data
- Coach and performance manage quality analysts
- Conduct calibration and evaluations
- Conduct compliance audits and evaluations
- Develop actionable reporting for leadership
- Identify trends root causes and risks
- Lead corrective action plans
- Lead quality management program
- Maintain SOPs and quality standards
- Manage quality analyst team
- Partner with cross-functional stakeholders
Perks/Benefits
Skills/Tech-stack
CRM | Cause analysis | Compliance Auditing | Customer Experience | Data Analysis | Excel | IVR | KPI Management | Operational excellence | PowerPoint | Quality management | Reporting analytics | Root Cause Analysis | Root cause | SLA management | Speech Analytics | Workforce Management
Education
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