Manager, Quality Assurance (Call Coach) Job Listing at Prudential in Dresher, PA

Insurance, Finance

This is a significant opportunity for a progressive quality manager with proven experience and results in developing and implementing formal quality programs for a high volume call center operation.  We are in need of a skilled problem-solver with experience in continuous quality improvement methodologies and processes (e.g., Six Sigma). This opportunity requires a proven track record of reducing customer complaints, improving customer satisfaction and driving a high performance culture.
 
Specific duties include, but are not limited to:

• Responsible for design of call monitoring formats, quality standards and revalidation program.


• Utilizes quality monitoring to evaluate effectiveness of training and shares observations with training department.


• Participates in calibration sessions and interactions with other team members, customer service agents and the training department to ensure consistent standards are being used to assess customer interactions.


• Provides actionable data to various internal groups as needed.


• Develops and maintains integrity of policies and procedures.

• Minimum of 5 years experience with managing formal call quality program in a call center environment.
  
• Bachelor's degree required with ability to communicate effectively to a variety of audiences at all levels of the organization. 
• Skilled problem-solver with experience in continuous quality improvement methodologies and processes (e.g., Six Sigma, Lean).
• Strong working knowledge of Microsoft Office suite.
• Excellent verbal and written communication skills.
• Strong interpersonal, collaboration and negotiation skills.
• Must have experience preparing, presenting, and communicating data to management teams.
• Preferred candidate with knowledge of independent benchmarking research programs (e.g. J.D. Powers, Dalbar)
• Proven creativity and resourcefulness; ability to inspire, motivate and engage associates at all levels of the organization toward continuous quality improvement efforts.