IMPACT/SCOPE:
The Customer Experience - Quality Assurance Lead is responsible for the deployment and implementation of Customer Experience initiatives across the program. S/he manages the productivity and output of the Customer Experience Analysts - Quality Assurance. S/he works with clients and operations partners to identify key projects, manage the projects, track implementation, coach teams, evaluate and track results, and ensure that the data gathering process is in place. S/he reports to the Customer Experience Senior Manager and will be involved in designing and marketing customer experience to the program and its employees; developing and implementing a customer experience strategy; sourcing and recommending tools necessary for process management; communicating customer experience initiatives; and building a culture focused on excellent customer experience.
KNOWLEDGE REQUIRED:
- Bachelor's degree in a related field
- 2 years of leadership experience in a service industry; contact center or BPO preferred
- 2 years of experience in continuous improvement, Six Sigma, process certification, or quality monitoring in a service, sales, or retail industry; contact center or BPO preferred
- At least 2 years of experience in the contact center or BPO industry, preferably handling the AT&T Quality Assurance portfolio
- Knowledge of basic computer skills including Microsoft Office applications (MS Office, Word, Excel, and PowerPoint)
- Previous experience in a coaching, managing, or mentoring role preferred
- Previous experience in leading quality improvement projects
- Previous experience in leading Customer Experience Analysts - Quality Assurance
- Proficient in written and oral English communication skills
- Excellent consulting skills required
- Previous quality/transaction monitoring experience handling AT&T Sales/Retail, Service, and/or Technical Support portfolios.
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