QA Director
Great Healthworks - Hollywood, FL

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Great HealthWorks, a "People First, Profit Second" company and makers of Omega XL and other natural health products and supplements seeks a strong candidate for QA Director. We are a vertically integrated direct response marketing company engaged in marketing and sales of premium natural health care products and supplements through all forms of media and are located near Ft. Lauderdale International Airport.

Quality Assurance Director will direct and manage a team of Quality Assurance Analysts. Monitor call quality and responsible for maintaining department standards and production goals. Knowledge with Calabrio Speech Analytics preferred.

Responsibilities:
  • Responsible for managing the activities of the Quality Assurance Analysts.
  • Ensures that Analysts are adhering to department policies and procedures.
  • Provide actionable data to the various internal support groups as and when needed.
  • Coordinate and facilitate call calibration sessions with the quality assurance team, the training team and the customer service department.
  • Provide feedback to the team leaders, managers and executives about quality assurance.
  • Prepare reports and analyze internal/external quality reports, manage staff reviews.
  • Responsible for the design and implementation of quality assurance processes, procedures, formats, and quality standards.
  • Works with management on the coaching, training, and development of Analysts.
  • Ensures that metrics are met for amount of calls monitored for each representative and amount of disposition audits performed.

Requirements:
  • Minimum of 5 years' experience as a Quality Assurance Director/Manager in a Customer Service and Sales/Retention environment.
  • Bachelor's degree required.
  • Must be able to manage call monitoring activities for a high volume call center.
  • Strong attention to detail and adherence to call handling procedures
  • Ability to present feedback in a positive and constructive manner
  • Strong written and verbal communication skills
  • Advanced expertise with PC hardware and software (Word and Excel).
  • Ability to manage time effectively and meet deadlines and requirements accordingly

EOE, DFWP

Great HealthWorks - 12 months ago - save job - block
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