Vantage Deluxe World Travel

Customer Quality Manager - Call Center

US-MA-Boston
Job ID
2017-1217
# of Openings
1
Category
Customer Service/Support

Overview

The Corporate Customer Quality Manager will oversee all quality issues impacting our customers as it relates to the Contact Center.  This role will focus on Contact Center quality, and ensuring all issues impacting the Contact Center are resolved or action plan in place to resolve and prevent recurring issues.

 

Responsibilities

  • Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate sales and service skills against established phone quality metrics, including but not limited, to call process measurements, accuracy of information provided, tone of employee, effective call management, and demonstrated professionalism. 
  • Recommends targeted coaching sessions that address deficiencies and/or improvement opportunities based on trends or recurring issues. 
  • Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience.
  • Provides structured and timely recommendations; verbal and/or written feedback to Contact Center leadership 
  • Performs mock calls (role play sessions) with post-training new hires to increase service quality and sales conversion as they transition fully into their role. 

 

Additional Responsibilities:

  • Establish and maintain a framework for Contact Center quality by working closely with all levels of staff, including Executive Team.
  • Documents quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings.
  • Maintain reports and tracking related to call monitoring and pre-trip survey results, including analyzing and communicating new trends to management.
  • Recommend and implement new policies, procedures and strategies to drive higher quality to our customers with all departments within the company including Marketing and Finance.
  • Uses Call Center systems to gather data and analyze trends or patterns affecting quality
  • Partners with management to assess training needs within the team; serves as a resource, mentor, and coach.
  • Identifies and shares best practices.
  • Develop applicable KPI’s and other required reporting to look for areas of opportunity
  • Enhance the departments effectiveness, efficiency and reputation by exploring opportunities to add value to processes
  • Provides feedback to offer positive reinforcement and drive continuous improvement.
  • Demonstrates, advocates, and reinforces a positive team environment, professionalism, and the need to present a positive image of the company when interacting with customers.
  • Participate in and facilitate calibrations providing feedback in a concise and constructive manner.
  • Other duties as assigned

Qualifications

  • Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
  • Complete quality projects designed to measure business compliance with certain regulatory requirements as needed
  • Thrive in a fast-paced, constantly changing environment and maintain a positive, can-do attitude.
  • Understands business goals, identify performance gaps, and recommend solution.
  • High School Diploma or GED required; BS/BA Degree preferred.
  • Contact Center and Quality Assurance experience a must, preferably in a sales environment. 

This company is run by the numbers and strictly adheres to weekly reporting and holding people accountable to their numbers. 

 

About Vantage

 

Vantage Deluxe World Travel is the leader in adventure travel for thirty-five years.  Since 1983, Vantage Deluxe World Travel develops and delivers memorable travel journeys on seven continents whether on land, riverboats or small ships.

 

Vantage values motivation, commitment, initiative, and a sense of humor. We’re looking for team players who thrive in a diverse and dynamic work environment. If you think you fit the bill, we invite you to apply online today.

 

If you are driven by working in a dynamic environment where you’ll discover the value of impactful contributions in an industry that’s easy to fall in love with – the travel industry…Vantage may just be your next home to learn, contribute, work hard and have a little fun. As we evolve technologically and proactively offer differentiated travel experiences to our customers, we search for dynamic, progressive and focused professionals to join the Vantage team whether that’s in our headquarters in Boston or in one of our global offices.

 

 

EQUAL OPPORTUNITY EMPLOYER:

Vantage Travel is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

 

 

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