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Quality Client Success Manager

Location: Austin
Posted on: January 16, 2022

Job Description:

The Quality team leverages state of the art Nexidia Speech technology, Quality Central and NPM to unlock hidden insights. The team builds speech studies, automated quality programs, business intelligence insights and performance management mechanisms designed to support enterprise Quality and Performance Coaching.

The Quality Client Success Manager will plan and execute Quality program deployments across all Charter Communications call centers. This process begins with a line of business level discovery analysis to understand complex performance metrics, strategic objective targets, current baseline performance, and existing management routines.

The outputs from discovery are then used to develop processes and tools that front line leaders use on a daily basis to manage and continuously improve agent performance metrics and promote exceptional service delivery.

Consults with the business regularly to identify opportunities to leverage additional technology/process to improve operational performance, mitigate risk, and improve the customer experience

Designs onsite training, consultative remote solution reinforcement, and staff engagement for all supported roles. This may include technology, channel, staff design, and physical environment adaptations.

Performs discovery and identification of metrics and management routines for speech core offering

Deploys Quality solutions and tools to all levels of staff in the business.

Provides in person, phone, virtual, and written training for the Quality programs.

Drives Quality engagement, usage, adoption, and advocacy in assigned sites

Assists with the development and analysis reports to monitor speech system performance

Leverage the Define, Measure, Anlayze, Improve and Control (DMAIC) model to action plan and report on solution efficacy of new process or procedural enhancements to determine if desired impact to customer experience has been achieved

Act as point of contact for issues, complaints or troubleshooting during deployment

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Strong knowledge of customer operations, production support, and program implementation
Expert level experience with Microsoft Excel, Word, and PowerPoint
Ability to work independently with a -Can do - self-starter attitude
Ability to interpret analytics in order to determine areas for improvement and return on investment follow process and technology modifications.
Proven exceptional customer service focus.
Ability to effectively drive results, provide feedback/direction, and manage/build relationships at varying levels within the organization
Strong influencing skills with the ability to promote value with various stakeholders and business partners
Ability to overcome negative responses and sell added features and business benefit of technology solutions to people that are not comfortable with change.

Bachelors degree or equivilant combination of experience and education. Six Sigma Certification or extensive quality course work and experience.

Related Work Experience
4+ years Operations leadership, project management, implementation, or strategic planning
4+ years Contact Center Experience
Learning/development, change management, and continuous employee improvement
3 years Formal Consulting

Skills/Abilities and Knowledge
Bilingual (English & Spanish)

Office environment
Travel 30%

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

CQA335 300180 300180BR

Keywords: SPECTRUM, Austin , Quality Client Success Manager, Executive , Austin, Texas

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