The call center quality lead position is with AT&T. The candidate has to work in call center/customer service management set up for 3 to 4 years along with 1 year in quality functions. Proven experience of managing process improvement efforts within a large organization is important.
Position Description
Individual contributor with strong knowledge of customer systems and products/services responsible for programs, systems, initiative, projects at a national or regional level. Responsibilities include one or more of the following: National role with responsibility to
eliminate defects; deliver valued customer experiences; build and preserve revenue; drive national call center process improvement and call reduction; reduce percent of subscriber base contacting Customer Care; ensure operating efficiencies and customer satisfaction is improved by implementing and improving business processes and technologies; work with the rest of the organization in reviewing and developing recommendations to eliminate the root causes of failure that cause customer dissatisfaction .
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