Customer Service Quality Assurance Manager

ManhattanLife Insurance & Annuity Company - Houston, TX

Full-time - Mid Level

Houston, TX

About the position

The Customer Service Quality Assurance Manager at ManhattanLife Insurance & Annuity Company is responsible for overseeing customer service training and call quality evaluation programs. This role aims to ensure that customer service representatives deliver exceptional service while adhering to quality standards. The manager will engage in strategic thinking to identify opportunities for improvement and efficiency in service delivery, collaborating frequently with management overseeing call center operations.

Responsibilities

• Design, implement, and manage comprehensive training programs for new hires and ongoing training for existing staff.
• Conduct training sessions and workshops to enhance the skills and knowledge of customer service representatives.
• Evaluate the effectiveness of training programs and make necessary adjustments to improve outcomes.
• Develop and maintain quality assurance standards for customer interactions.
• Conduct regular call quality evaluations to ensure compliance with company policies and procedures.
• Analyze call quality data and provide actionable feedback to customer service representatives to improve performance.
• Lead and support a team of quality assurance specialists and trainers.
• Set performance goals and conduct regular performance reviews.
• Provide coaching and mentoring to team members to foster a positive and productive work environment.
• Prepare and present reports on training and quality assurance activities to senior management.
• Use data and metrics to identify trends and areas for improvement.
• Implement process improvements based on analysis and feedback.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.
• At least 3-5 years of experience in a call center quality related role, with a focus on training and quality assurance.
• At least 3-5 years of call center supervisory experience, demonstrating strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in using call center software and quality monitoring tools.
• Ability to analyze data and make informed decisions.

Nice-to-haves

• Certification in quality management or training (e.g. Six Sigma, Train-the-Trainer) preferred.
• Experience with remote training and quality assurance processes preferred.
• Knowledge of industry best practices and emerging trends in call center operations preferred.

Benefits

• Free parking
• Wellness program
• Health insurance
• Dental insurance
• Vision insurance
• Benefits from day one
• Flexible schedule