Quality Assurance Manager at Hancock Whitney in Covington, Louisiana

Job Description:

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JOB FUNCTION / SUMMARY:

The Quality and Communications Manager QCM has overall ownership of call center quality assurance programs, policies and procedures, communications, and client survey data and metrics, to include quality scorecard, guidelines and training development. The QCM will partner with contact center Managers and Supervisors to coach Customer Service and Sales associates as needed to improve overall service delivery quality. The QCM is responsible for developing the contact center quality management program and procedures, and developing quality assurance staff, techniques, and auditing routines. The QCM will manage a team of quality analysts who review and score contacts, maintain policies and procedures, and manage daily communications in the Contact Center. The QCS partner with Learning and Development, key stakeholders, and Contact Center leadership team to ensure center quality metrics are achieved. The QCM will exercise 'customer focused' judgment in the examination and decision making process concerning the resolution of problems and activities as they relate to quality audits. The QCM will lead periodic contact calibrations and assess the Client experience to improve overall customer satisfaction and quality performance: Additional duties as assigned.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Oversee a team of quality analysts, ensuring daily goals are achieved, accuracy and consistency of quality scores are fair and appropriate, and overall alignment of team as it relates to Contact Center processes and expectations.




• Establish and maintain the Contact Center's quality assurance program, guidelines and metrics.




• Partner with Learning and Development and participate in training related to call and data entry quality requirements.




• Review and score recorded calls and data entry across all line of business (Sales, Service, Online Banking, Digital Delivery Channels, etc.), to improve the quality, impact, productivity, and value of the customer experience through routine coaching and goal-setting.




• Partner with the Learning and Development, stakeholders, and Contact Center leadership team leadership to provide recommendation and performance feedback to agent level staff.




• Oversee goal setting for the Quality Team, monitoring of performance trends, ensuring that agent evaluation sessions are logged and recorded.




• Set up and lead call calibration sessions on a weekly basis.




• Partner with leadership to develop agent Performance Improvement Plans to improve and achieve desired results.




• Develop and deliver daily, weekly and monthly Quality performance reports to leadership as needed.




• Provide support and feedback to the Contact Center associates to make sure they are achieving overall program goals.




• Monitor pre-recorded calls and provide constructive feedback to agents when necessary.




• Responsible for other reports, analysis, or other duties as assigned.




• Maintain process documentation in knowledge base systems, ensuring key words are optimized and all processes remain current at all times.

SUPERVISORY RESPONSIBILITIES:

Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• Minimum 1 year of management experience




• Minimum 3 years of related work experience within a call center environment preferred




• Bachelor's degree preferred or equivalent combination of education and/or work experience




• Proficient in Microsoft applications with a strong emphasis on Word, Excel, Outlook, and Microsoft Project




• Ability to demonstrate organizational skills and an attention to detail




• Must possess excellent interpersonal, oral, and written communication skills

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to work under stress and meet deadlines




• Ability to operate related equipment to perform the essential job functions




• Ability to read and interpret a document if required to perform the essential job functions




• Ability to travel if required to perform the essential job functions




• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.