Contact Center Quality Auditor

[mahoor]

Hi All,

Wanted you advice and suggestion on the objectives for Contact Center Quality Auditor.

What do you think is the main objectives of this position ?

Hope you can help me with that...

Thanks

[barbiegirl22]

It's very important to choose the reputable call center with long history of good record, so your investment actually get paid off.

[dougf]

Having been a Quality Director for a large call center where we were providing outsourcing services to a major Cell Phone Carrier, I'd offer the following as my Top 3.

1. Someone who will represent the values of your own company as well as you Client's if you are an outsource provider. These have to constantly be in their area of focus.

2. Someone who has the proven and all too rare ability to recognize the merit of both productivity and customer service. Someone who will NEVER sell out customer service for the sake of productivity. Your Auditor has to remain an advocate for customer service and "stand up" against those who will insist on placing customer service second to productivity. This struggle can get ugly and nasty sometimes and this person will have to be able to defend their position with statistics as well as a thick skin and a quick wit.

3. Someone credible with all. Ideally an internal person whom already is well know and well respected as a fair and impartial peer or supervisor.

Hope this helps. Good luck Mahoor~