Quality Assurance and Workforce Supervisor (Contact Center)

Overview

Who We Are

SAG-AFTRA is the iconic American labor union that represents approximately 160,000 media professionals. SAG-AFTRA employees support our members and thrive on securing the strongest protections by negotiating the best wages, working conditions, health and pension benefits. We preserve and expand members’ work opportunities, vigorously enforce our contracts and protect our members against unauthorized use of their work.

Responsibilities

What You’ll Do

The Quality Assurance Specialist is responsible for conducting quality assurance evaluations for phone, chat, and email interactions within the organization. Documenting department workflow and being self-motivated with the ability to effectively multitask given multiple competing assignments with varying levels of complexity and priority. This position will provide leadership and guidance to consistently deliver a world-class experience by providing staff with knowledge of services and problem solving techniques, and focus on improving performance and processes.

(This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.)

• Monitor and evaluate inbound calls, chats, and emails calls for compliance and quality metrics.
• Document quality issues, trending and analysis, define performance improvement measures and quality improvements for management review.
• Investigate call compliance matters and quality issues that may require more training, monitoring, and quality improvements for management review.
• Establish and maintain effective communications with internal and external contacts, keeping team members informed of cross-functional activities.
• Maintain inter- and intra-departmental workflows via knowledge base.
• Assists Contact Center Representatives on escalated issues that require special handling by utilizing excellent SAG-AFTRA process knowledge and strong skills in negotiating and problem solving, and conducts root cause analysis for resolution and prevention.
• Analyzes trends, and provides feedback to the organization regarding opportunities, service failures, or member concerns.
• Responsible for staying current on customer service, technology and training procedures & practices.
• Forecasts, schedules, manages and recommends intra-day staffing, taking into consideration short-term and long-term patterns and trends in daily customer demand.
• Monitors and analyzes service, volume, and metrics, (including SLA, Occupancy, Adherence, Forecast Accuracy, etc.) for multi-site Contact Center operations, and fulfills moderate to highly complex information requests.
• Serves as subject matter expert for Contact Center systems and tools, as well as acting as a liaison between the IT Department and applicable vendor(s) for Contact Center systems and software systems support, maintenance, and enhancements.
• Performs other duties as assigned or as the situation dictates.
  
  

Qualifications

What You’ll Need

We want to make sure you’re successful. To be considered, you must have:

(The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of this job with or without reasonable accommodation, using some other combination of skills and abilities.)

• Detail-oriented, able to analyze a large volume of call recordings with a high level of accuracy.
• Strong listening skills.
• Demonstrated knowledge of contact center metrics, representative behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
• Able to organize, prioritize and coordinate multiple assignments and projects; able to thrive in a highly dynamic work environment; able to develop creative solutions.
• Must be able to work in a very challenging environment where constructive feedback from others is encouraged.
• Problem analysis and problem-solving skills.
• Excellent customer service and interpersonal skills with the ability to demonstrate a high degree of patience and tact. Must be able to cultivate respectful, strategic and collaborative relationships with people from diverse backgrounds both internally and externally.
  
  

Minimum Qualifications

• 2 years of experience working in call center quality assurance and compliance.
• Must have a passion for customer service and enjoy interacting with people.
  
  

Preferred Background

• Bachelor’s Degree preferred, but not required.
• Prior experience managing staff in a union environment is preferred.
• Fluency in Spanish, both in verbal and written form, is a plus
• Must be proficient in G-Suite and Microsoft Office; familiarity with SAG-AFTRA Oracle systems is a plus.
• Entertainment industry experience preferred, but not required.
  
  

What You’ll Get

We are a great place to work because we offer:

• Salary is $49,649.60/annually
• Colleagues that are passionate about what we do and how they contribute to our mission
• Balance between work and home life responsibilities
• Affordable and comprehensive medical and dental plans
• Generous pension plan
• Employee discounts and perks openings