Assistant Manager - Quality

About the role

The Assistant Manager is responsible for the daily activities within the contact center, overseeing a team of advocates, and ensuring best in class customer experience. The Assistant Manager works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management to drive performance metrics and overall adherence to policies and procedures.

Responsibilities:

• Supervises the daily activities of a team of front line advocates, actively interacts with and provides a constant presence of support for each individual to ensure service levels are met.
• Provides production and technical support while integrating best practices and coordinating insights among other teams to influence a better customer experience.
• Has comprehensive understanding of the policies and procedures to ensure advocate adherence and assists with customer escalations.
• Consistently analyzes the performance of their team while assessing opportunities and taking steps to ensure feedback and education is provided, including call monitoring.
• Motivates team through engagement, development and feedback geared towards enhancing performance delivery and incorporating best practices.
• Proactively identifies and solves complex problems and gathers feedback and insights which are used to influence and drive overall strategy and growth.
• Consistently evaluates current state of the business and executes performance driven or strategy-based business plans to achieve improvement.
• High proficiency and understanding of logistics and system functionality, including documentation and escalation of issues and resolution.

Qualifications:

• Minimum 3 years Quality Assurance supervisory experience in a similar industry
• Desired to have knowledge on US health insurance or similar industry
• Customer service background