Contact Center Quality Assurance (CCQA) Manager

Work is Sweet!

'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service.
See's is a leader in the confectionary industry with over 250 retail shops across the USA. We are seeking friendly, enthusiastic individuals who are passionate about providing great customer service.

Job Description Summary:

This position is responsible for overseeing the QA program for the Contact Center, focusing on delivering exceptional customer interactions. Responsibilities include designing and implementing QA initiatives, monitoring interactions, providing actionable feedback, and analyzing performance metrics to foster ongoing improvement.

The pay range for this position is expected to be $106k-$123k annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

Job Description:

POSITION RESPONSIBILITIES: 

• Establish and maintain quality standards and processes for all customer interactions (phone, cases, chat, etc.) 

• Analyze current processes to ensure effectiveness. 

• Develop KPIs to measure the effectiveness of process improvement. Continuously track and report quality metrics, offering insights and actionable recommendations for further enhancement.  

• Develop and maintain quality assessment rubrics and scoring systems. Provide leadership agent performance reporting with insights into trends and identifying areas for improvement. 

• Implement quality improvement strategies by creating and delivering training for agents on quality standards and best practices. 

• Collaborate with other departments, contact center staff to improve agent performance, enhance processes, and optimize workflows.  

• Review and monitor calls, chats, and emails to assess and improve QA standards. Actively tracks interactions and provides actionable feedback to leaders to support agent development.  

• Conduct regular calibration sessions with leadership to ensure alignment on evaluation criteria.  

• Provides QA coaching to leadership to enhance the overall customer experience.   

• Continuously assess the effectiveness of the nesting program, providing feedback and adjustments to enhance agent performance and readiness.   

• Oversees & maintains the relationship with Level AI, working on improving platform.  

• Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness. 

• Provides backup to Workforce Management (WFM) as needed.  

• Performs special projects assigned by management.  

• All See’s staff must be committed to the company’s core principles and workplace values, including diversity and inclusion. 

 

MINIMUM QUALIFICATIONS: 

• Three to five years’ customer service experience, preferably in a contact center environment.