Job Summary:

At Bamboo Insurance, one of our many strengths is delivering a superior experience to our customers and business partners. Our exceptional people and state of the art technology help us accomplish our goals every day. To continue delivering at a high level, we’re seeking a dedicated and experienced individual to join our team as a Quality Manager over our call center. In this role, you will be responsible for ensuring compliance with company quality standards on all contact channels (both internal and through third party vendors) while monitoring key performance metrics to improve the quality of our interactions with customers.

Supervisory Responsibilities:

• Quality Analyst (to be hired)

Duties/Responsibilities:

• Review advocates’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
• Contribute to call calibration sessions to evaluate agent performance.
• Identify lapses in agents’ performance and provide constructive feedback for improvement.
• Engage in customer listening to identify customer pain points and expectations.
• Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
• Serve as an intermediary for escalations from agents and customers.
• Ensures communication is effectively delivered and appropriately addresses all customer concerns.
• Track key quality assurance metrics for improvement strategies.
• Monitor KPIs, track quality metrics, and provide regular analytics reports to upper management.
• Make recommendations on process and policy improvements from reports.
• Participate in team meetings to discuss customer service trends, advocate review feedback, and implementation of quality management strategies.
• Stay up to date with industry trends and best practices to enhance call center operations.
• Act as a liaison between third party vendors assisting with business functions.
• Collaborate with other departments to ensure all current business practices are up to date.
• Oversee quality analyst performance and development.

Required Skills/Abilities:

• Proven history of analytical and problem-solving skills from previous roles.
• Ability to initiate and complete projects without supervision.
• Ability to communicate with discretion, professionalism, and confidentiality when needed.
• Ability to positively contribute to organizational culture.
• Ability to multitask and thrive in a fast-paced (dynamic) environment.
• Strong knowledge of customer service principles and practices.
• Excellent interpersonal, written, and verbal communication skills.
• Familiarity with omni-channel operations structure that interacts with customers through different touchpoints.
• Ability to work with standard office technology, including Microsoft Office Suite.
• Familiarity with Call Center QA software a plus (NICE/InContact)
• Familiarity with using third party vendors to complete business functions.

Required Education and Experience:

• Bachelor’s degree in related field or equivalent experience.
• Proven experience in call center management, with at least 5 years of experience in a similar role.

Preferred Experience:

• Supervisory experience, managing a team of at least two direct reports in a customer service/call center setting.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

Salary: the salary range for this role is $55,000 to $75,000. Candidate's skills, experience and abilities will be taken into consideration for final offer.

Bamboo is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.