Manager of Quality of Voice of the Customer

Company Overview: Company is a premier financial services company which offers
small, short-term loans to thousands of satisfied customers over the Internet. The
company is the innovator in on-line lending utilizing fully automated, state-of-the-art
underwriting systems and database technology.

Description: Rapidly growing Internet-based lender seeks a Manager of Quality and
Voice of the Customer. The Manager of Quality and Voice of the Customer champions
the customer experience through collection, assessment and actioning of interaction
experience data across all customer touch points and by spearheading the company
wide Voice of the Customer process to establish zero degrees of separation between
all divisions and the customer experience. Position will report to the VP of Loan
Operations.


Primary Responsibilities
? Develop quality assurance infrastructure and processes.
? Develop and oversee the management of quality standards, quality
monitoring, and call calibration processes, insuring a primary focus on the customer
experience with secondary focus on technical competency and compliance issues.
? Establish customer experience measurement metrics and set appropriate
goal targets.
? Develop and implement front line behavioral based coaching model.
? Ensure the linkage between the Quality evaluation processes and side-by-
side coaching efforts are highly calibrated.
? Develop appropriate reward/recognition and incentive programs designed
to drive improvement in the customer experience.
? Serve as the business improvement facilitator and consultant to the
contact center functions. Analyze quality trends, recommend and implement quality
related improvements to contact center processes and infrastructure.
? Oversee and manage the relationship of the outsourcing partners related
to Quality management and performance.
? Spearhead Voice of the Customer process and "In Touch" program to
establish zero degrees of separation between all divisions and the customer
experience.
? Develop comprehensive communication strategies to infuse Voice of the
Customer analysis throughout the company, institutionalizing the use of such findings in
strategic and tactical planning.
? Utilize project management skills to define and meet project milestones;
communicate issues and risks in a timely manner.
? Engineer and execute new approaches / procedures to effect continual
improvements in the efficiency and effectiveness of the department and services
performed. Support and champion organizational change initiatives.
Participates in the development and management of the budget supporting the Quality /
Voice of the Customer department.

Pay range is $60,000 to $90,000




Primary Responsibilities
? Develop quality assurance infrastructure and processes.
? Develop and oversee the management of quality standards, quality
monitoring, and call calibration processes, insuring a primary focus on the customer
experience with secondary focus on technical competency and compliance issues.
? Establish customer experience measurement metrics and set appropriate
goal targets.
? Develop and implement front line behavioral based coaching model.
? Ensure the linkage between the Quality evaluation processes and side-by-
side coaching efforts are highly calibrated.
? Develop appropriate reward/recognition and incentive programs designed
to drive improvement in the customer experience.
? Serve as the business improvement facilitator and consultant to the
contact center functions. Analyze quality trends, recommend and implement quality
related improvements to contact center processes and infrastructure.
? Oversee and manage the relationship of the outsourcing partners related
to Quality management and performance.
? Spearhead Voice of the Customer process and "In Touch" program to
establish zero degrees of separation between all divisions and the customer
experience.
? Develop comprehensive communication strategies to infuse Voice of the
Customer analysis throughout the company, institutionalizing the use of such findings in
strategic and tactical planning.
? Utilize project management skills to define and meet project milestones;
communicate issues and risks in a timely manner.
? Engineer and execute new approaches / procedures to effect continual
improvements in the efficiency and effectiveness of the department and services
performed. Support and champion organizational change initiatives.
Participates in the development and management of the budget supporting the Quality /
Voice of the Customer department.