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BPO Quality Assurance Supervisor

Company: Altice Technical Services
Location: New York
Posted on: February 25, 2021

Job Description:

BPO Quality Assurance Supervisor in Bronx, New York - Careers at Bronx-Soundview Ave Skip Branding Together Has No LimitsWelcome to Altice USA Careers BPO Quality Assurance Supervisor in Bronx, New York - Careers at Bronx-Soundview Ave Skip to Main Content Please Enable Cookies to Continue Please enable cookies in your browser to experience all the personalized features of this site, including the ability to apply for a job. Welcome page Welcome page Returning Candidate? Log back in! BPO Quality Assurance Supervisor Requisition Post Information* : Posted Date 2 weeks ago (1/12/2021 6:46 PM) Requisition ID 2021-26340 Area of Interest Business Operations Business Unit Business to Consumer Position Type Full-Time Job Family Operations Job Function Vendor Management Job Location : Address 930 Soundview Ave Job Location : Location US-NY-Bronx Job Location : Postal Code 10473 Overview Altice USA/Suddenlink is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program. Responsibilities Job Summary The BPO Quality Supervisor is responsible for monitoring the performance of BPO Sales Agents. This position is critical to BPO Sales; the BPO Quality Supervisor ensures the agents provide efficient service and adhere to defined policies and procedures which impacts the profitability of the organization. Responsibilities

  • Monitor BPO Agents calls and documents for service and quality.--
  • Provide feedback to the Contact Center Agent and partners with the supervisor to ensure feedback is delivered within specified timeframes.--
  • Prepare and analyzes quality assurance and completes QA report for Managers and Director.--
  • Partner with Manager and Director to identify areas of opportunity and potential solutions.--
  • Participate in calibration calls (Supervisors/Contact Center Agent) to ensure that evaluations and feedback are consistent.--Collaborate on the design, delivery, and execution of training to ensure a focus on service, system and product knowledge.--
  • Collaborate with Manager and Director and conducts ongoing needs assessments to identify additional training opportunities.--
  • Partner with management to identify proactive changes to update and maintain training content and job aids.--
  • Provide support, answers questions and guides agents to use available resources.--
  • Utilize all policies and processes with 100% compliance.--
  • Track and maintain Excel quality report.--
  • Assist in creating documentation, job aids, and memos for Contact Center.--
  • Respond to tier escalation and takes a call as needed to ensure timely response and Contact Center goals are met.--
  • Utilize escalated calls as a training opportunity with agents. Qualifications Qualifications / Requirements
    • A minimum of 1-2 years proven track record of success in a call center required, preferably in a sales or customer service role
    • Previous call center supervisory experience a plus
    • Proven ability to motivate and discipline
    • Spanish/English bilingual a plus Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Options Apply for this job online Apply Share Email this job to a friend Refer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Loading... Connect With Us! Not ready to apply? Connect with us for general consideration. Application FAQs Software Powered by iCIMS
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Keywords: Altice Technical Services, New York , BPO Quality Assurance Supervisor, Other , New York, New York

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