Job Details
Description
The 700 Club Prayer Center
The Christian Broadcasting Network (CBN) is seeking a Manager of Quality Assurance for a 24/7 contact center that serves inbound, outbound, digital, and email channels through teams that are on-site, remote, and international. Will develop, implement, and manage quality assurance programs and strategies to help assist the contact center in maintaining the highest standards of service excellence in all channels. Will manage a team of interaction analysts and oversee activities related to calibration, evaluation methods and management, and reporting and analysis. This role, in partnership with their team of interaction analysts, will provide strategic analysis of performance outcomes to departmental stakeholders, coaches, and executive leadership that help the department make informed decisions for training, coaching, customer experience, and operational strategy.
The successful candidate will have the following qualifications:
- Proven experience in developing and managing quality assurance programs within a contact center environment.
- Excellent leadership skills with ability to manage, motivate, inspire, train, and mentor a quality assurance team to strategically deliver excellent results that support collective departmental goals in a call center environment.
- At least two years of experience as a quality assurance analyst, leader, or manager.
- Ability to design and develop quality assurance scorecards, evaluations, programs, strategies, and reporting methods.
- Experience with quality assurance software such as speech and text analytics and AI to further aid and enhance research strategies.
- Strong experience with Microsoft Office including advanced Excel and PowerPoint techniques for the sake of reporting and analysis.
- Ability to successfully manage multiple projects and establish priorities while maintaining attention to detail and delivering high quality and productivity.
- Ability to work under pressure and meet deadlines while managing a direct team and collaborating/coordinating with other stakeholders or project contingencies.
- Excellent oral, written, and presentation skills.
- Strong problem-solving, analytical, and decision-making skills.
- Strong ability to think creatively, operating with a solution-driven mindset and can-do attitude in all areas of work.
- Ability to facilitate and maintain a collaborative environment during calibration sessions; diffusing conflict or disagreement and empowering unity and like mindedness amongst team members.
- Meticulous attention to detail in monitoring, documentation, and reporting.
- Strong professional collaboration and communication skills including the ability to share and apply feedback, resolve conflicts, and create unity in project or team environments.
- Ability to interact positively and professionally while working with others, operating as an ambassador of CBN’s values, mission, and goals in all settings and circumstances.
- Biblical knowledge and strong, active faith with a heart for CBN’s Mission and values, demonstrating passion for the mission and carrying Christ-like character through the job performance.
- Excellent ability to maintain confidentiality and safeguard sensitive information per department protocols.
- Strong demonstration of personal accountability and self-awareness, continually seeking ways to improve and innovate performance and contribution.
- Ability to work a flexible schedule that can include days and nights depending on training assignments and needs (ex. international time zone variances).
- Bachelor’s degree in education, psychology, communication, or similar is desirable
- Must reside in Virginia, Florida, Georgia, Alabama, Oklahoma, Kansas, Tennessee, Texas, North Carolina, or South Carolina