What are the responsibilities and job description for the Quality Assurance Manager, Call Center position at Hiregy?
#IND123JOB ID 22862 – Quality Assurance Manager, Call Center (CCM)Location: Little Rock, AR 72223 – This position is onsitePay: $80,000 yearlyType: Direct hireSchedule:Job description:Develops, implements, and continuously enhances quality monitoring programs for call center customer interactions, ensuring alignment with bank policies, compliance standards, and industry best practices.Leads, mentors, and supports a team of Risk and Quality Assurance Specialists through coaching, performance reviews, calibration sessions, and career development touchpoints.Analyzes agent performance data, call evaluations, and risk-control metrics to identify trends, skill gaps, and improvement opportunities, delivering actionable insights to call center leadership.Partners with cross-functional stakeholders to refine QA processes, tools, and technologies, and to execute strategic initiatives that elevate service quality and operational effectiveness.Conducts coaching and training for agents and leaders, provides data-driven feedback, coordinates staffing/resource planning, and ensures ongoing compliance with regulatory and internal requirements. Nice to have:Financial services sectorRequirements:Bachelor's degree or equivalent experienceMust have (2) years of experience with banking softwareMust have (2) years of recent leadership/supervisory experienceMinimum of three (3) years of experience in quality assurance in a call centerMust be MS Office proficient including MS ExcelHigh school diploma or equivalentBackground check required
Salary : $80,000