۳ روز پیش

استخدام Contact Center Quality Assurance Manager در دیجی کالا

دیجی کالا

تهران

۳ روز پیش اطلاعات تماس

حضوری

لیسانس, فوق لیسانس

سابقه دارد (۵ تا ۹ سال)

حقوق توافقی

آقا و خانم

تمام وقت

مشاهده اطلاعات تماس

اطلاعات بیشتر

دیجی کالا در تهران جهت تکمیل کادر خود به افراد واجد شرایط ذیل نیازمند است.

Description

job title

The Contact Center Quality Assurance Manager is responsible for designing, implementing, and continuously improving the Quality Assurance (QA) framework to enhance customer experience, improve service quality, ensure compliance with operational standards, and drive the professional development of customer service representatives. This role leads the Quality Assurance function through three key pillars—Training, Quality Evaluation, and Coaching & Feedback—while leveraging quality insights to improve operational performance, customer satisfaction, and business outcomes.
The role also oversees the Quality Assurance team, establishes quality governance processes, develops quality standards, and collaborates closely with Operations, Customer Experience, Product, Training, and Systems teams to drive continuous improvement initiatives.
Key Responsibilities
Training & Capability Development
Design and deliver onboarding (New Hire) training programs for Contact Center agents.
Identify training needs through quality evaluation results, customer feedback, operational KPIs, and performance trends.
Develop and maintain annual and quarterly training calendars for agents, team leaders, and supervisors.
Deliver product, process, behavioral, soft skills, communication, and customer service training programs.
Design assessments and certification tests to measure training effectiveness.
Evaluate training outcomes and recommend continuous improvements to learning programs.
Partner with Operations to ensure training content remains aligned with business needs and process updates.
Quality Assurance & Monitoring
Design, maintain, and continuously improve Quality Assurance scorecards and evaluation criteria.
Monitor customer interactions across all communication channels, including phone calls, emails, live chat, social media, and messaging platforms.
Ensure consistent execution of quality evaluations by QA Specialists.
Conduct regular calibration sessions with Team Leaders, Supervisors, and Operations Managers to ensure scoring consistency.
Define, monitor, and continuously improve Contact Center Quality KPIs.
Analyze quality trends to identify strengths, weaknesses, and recurring issues.
Ensure compliance with company policies, operational procedures, regulatory requirements, and brand standards.
Maintain documentation of quality standards, evaluation guidelines, and QA procedures.
Coaching, Feedback & Performance Improvement
Provide structured, data-driven feedback to Contact Center agents based on quality evaluations.
Conduct one-on-one coaching sessions to improve communication skills, service quality, and adherence to quality standards.
Identify recurring performance gaps and create individual improvement plans.
Collaborate with Team Leaders to develop and execute Quality Improvement Plans (QIPs).
Measure the effectiveness of coaching sessions through ongoing quality monitoring.
Document coaching activities, corrective actions, and employee progress.
Translate quality insights into personalized development plans for agents.
Ensure continuous improvement in customer interaction quality and service delivery.
Quality Analytics & Continuous Improvement
Analyze quality evaluation data to identify trends, improvement opportunities, and operational risks.
Perform Root Cause Analysis (RCA) for recurring quality issues and customer complaints.
Develop and monitor Corrective and Preventive Action Plans (CAPA) in collaboration with Operations and Training teams.
Recommend improvements to customer journeys, processes, scripts, knowledge base content, and service standards.
Identify process inefficiencies and recommend automation or optimization opportunities.
Prepare quality dashboards, executive reports, and performance analytics for leadership.
Measure the effectiveness of improvement initiatives through KPI tracking and quality metrics.
Drive continuous improvement projects focused on customer experience and operational excellence.
Team Leadership & People Management
Lead, mentor, and develop the Quality Assurance team.
Set individual objectives, KPIs, and development plans for QA Specialists.
Plan workforce capacity and allocate workloads effectively across the QA team.
Conduct regular performance reviews and coaching sessions for team members
Foster a culture of accountability, collaboration, learning, and continuous improvement.
Ensure the QA team maintains consistency, objectivity, and fairness in quality evaluations.
Cross-Functional Collaboration
Partner with Operations, Customer Experience, Product, Training, and Technology teams to improve customer service quality.
Support new product launches and process changes by ensuring quality standards are updated accordingly.
Participate in process improvement and customer experience enhancement initiatives.
Provide quality insights to support operational decision-making and strategic planning.
Required Qualifications
Bachelor's degree in Business Administration, Management, Customer Experience, Communications, or a related field.
Master's degree is a plus.
5+ years of experience in Contact Center Operations, Quality Assurance, or Customer Experience.
At least 2 years of leadership experience managing QA teams.
Experience in designing Quality Assurance frameworks and performance improvement programs.
Technical Skills
Strong knowledge of Contact Center operations and customer service best practices.
Expertise in Contact Center Quality Assurance methodologies.
Experience designing and delivering training programs.
Strong coaching, mentoring, and performance management skills.
Excellent analytical and problem-solving abilities.
Experience conducting Root Cause Analysis (RCA).
Strong reporting and dashboard development skills.
Solid understanding of Contact Center KPIs, including:
CSAT
NPS
FCR
AHT
QA Score
Service Level
Productivity
Compliance Rate
Hands-on experience with CRM platforms and call recording/quality monitoring systems.
Proficiency in Microsoft Excel and Power BI (or similar Business Intelligence tools).
Familiarity with Quality Management Systems (QMS) and continuous improvement methodologies is an advantage.
Core Competencies
Leadership & Team Management
Coaching & Mentoring
Customer-Centric Mindset
Continuous Improvement
Strategic Thinking
Data Analysis & Decision Making
Problem Solving
Communication & Presentation Skills
Stakeholder Management
Planning & Organization
Attention to Detail
Collaboration & Cross-Functional Partnership
Change Management
Results Orientation

Contact Center Quality Assurance Manager

متقاضیان واجد شرایط می توانند با کلیک روی لینک تکمیل فرم استخدام، رزومه خود را ارسال نمایند.

اطلاعات تماس

گزارش مشکل آگهی

ثبت‌نام برای تکمیل فرم استخدام اینجا کلیک نمایید
مهلت ۱۴۰۵/۰۷/۰۸

استخدام فرم دیجی کالا

در صورتی که تمایل به مشاهده همه آگهی‌های استخدام (فرم دیجی کالا) دارید، می‌توانید با ورود به صفحه اختصاصی (فرم دیجی کالا) دیگر آگهی‌ها و فرصت‌های شغلی مربوطه را مشاهده نمایید.

مشاهده آگهی‌های استخدام

مشاهده تمام آگهی‌ها

آگهی‌های مشابه