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Manager, Customer Support (QA)
Posted 8 days agoViewed
💎 Seniority level: Manager, 5+ years
💸 Salary: 93500.0 - 140000.0 USD per year
🔍 Industry: Financial Services
🏢 Company: MoCaFi (Mobility Capital Finance, Inc)
⏳ Experience: 5+ years
Requirements:
- 5+ years of experience in customer service quality assurance.
- 5+ years of contact center experience
- 2+ years of experience working in financial services, specifically in Payments (ex, payment processing, acquiring, issuing, payment technology provider, etc.)
- Strong understanding of quality assurance methodologies and best practices.
- Experience with call monitoring, calibration, and performance analysis.
- Knowledge of automation and AI solutions for quality assurance.
- Excellent analytical, communication, and problem-solving skills.
- Experience with contact center operations.
- Proficient in Google and Microsoft Office Suite.
- Familiarity with quality assessment tools.
Responsibilities:
- Design and implement a comprehensive customer service quality program.
- Conduct regular audits of vendor quality assurance teams to ensure performance standards are met.
- Perform root cause analysis to identify knowledge gaps and address them through communications and Knowledge Base Articles (KBAs).
- Analyze quality performance data and identify areas for improvement.
- Facilitate calibration sessions and conduct call monitoring to ensure consistent quality standards.
- Update and maintain policies and procedures based on quality performance data.
- Develop and deliver targeted training programs to address identified quality gaps.
- Implement automation and AI solutions to enhance quality assurance processes.
- Oversee post-payment activities.
- Produce reports and presentations to share performance trends.
- Observe, analyze, and evaluate customer interactions to provide feedback and drive improvements in customer service.
- Develop strategies to improve customer experience, CSR experience, and cost efficiency.
- Collaborate with Customer Service leaders to meet KPI targets.
- Ensure compliance with all relevant financial services regulations.
- Ensure all QA targets are met and adjusted if necessary.
- Assess and monitor high call volumes and systems using the latest available technology.
- Enhance tools and systems for better efficiency based on QA analysis.
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