Quality Manager (Call Center) - Onsite Greenville, SC

We are looking for a Call Center Quality Manager to lead and evolve our quality assurance strategy in support of a fast-growing AI client.

Requirements

• Serve as the primary POC for clients and internal leadership regarding quality
• Maintain a deep understanding of the top issues impacting the campaign
• Manage the end-to-end implementation of quality initiatives
• Partner closely with client stakeholders to track ongoing performance metrics
• Analyze performance trends and financial data to identify gaps
• Coordinate with the Training team on all new content and releases
• Lead internal discussions to evaluate products, tools, and policies
• Lead and manage quality staff
• Own and maintain quality reports
• Lead calibration sessions
• Set and follow up on quality and quantity targets for the allocated Clients/projects
• Drive results and promote teamwork
• Develop and maintain effective performance management
• Lead by example
• Proactively promote the Transcom objectives
• Ensure that Transcom standard procedures are implemented and complied with at all times within his/her business area
• Create an open and energetic culture within his/her business unit
• Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives
• Ensure a high level of morale and a sense of loyalty to Transcom in each individual
• Provide feedback to Corporate Governance on ideas for improving standards and processes
• Review procedures and implement improvements
• Implement Transcom standard practices
• Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time
• Attend internal meetings with other staff of the contact center

Benefits

• Health benefits for you and your family, including medical, dental, vision
• 401(k) investment options with employer match opportunities
• Paid Vacation Time
• Great work/life balance