Position Overview
- Attend weekly VOC Forum
- Participate in local discussion of VOC findings, trends, quality KPIs
- Address the concerns of the sites, opportunities and recognizing strengths
- Coordinate with local TPAs to deliver VOC Program, Results CTQs & Client Specific quality guidelines etc.
- Coordinate with Grad School Dean on VOC continuous improvement needs, ensuring progression of VOC at associate graduate level
- Attend/ participate in Local Committee Meetings. (Mentor Program, Tiger, CX360 Soft Audits, etc.)
- Share VOC findings & initiatives, bring back requests from local discussion to VOC Manager
- Submit Intake Forms for TQ Change Management / Innovation suggestions via Business Opportunities.
- Work hand in hand with Operations to mentor Team Leaders in VOC (Team Leaders whose teams are struggling in QA KPI
- Partner with DC SME / CAG Lead to collaborate on site VOC Findings
- Be responsible for local VOC Recognition Program (partnering with Operations and VOC Manager)
Duties and Responsibilities
- Subject Matter Expert (SME) status in at least one major line of business supported at assigned sites. SME status in multiple accounts is highly desired.
- Two or more years of successful, progressively responsible experience in quality / performance management (Experience leading teams as a Team Leader / Quality Lead is highly desired)
- Knowledge of common analytics practices is a plus - Six Sigma, etc.
- Superior verbal and written communication skills
- Superior consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing )
- Superior organization skills and ability to multi-task in a dynamic, fast paced environment
- The ability to develop and motivate teams ( Preferred Mentor / MTB5 / Tiger Team certification)
- The ability to creatively use resources and adjust to changes quickly and professionally
- The ability to work independently with minimal supervision, but also in a team environment
- Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint
- Strong attention to detail
- Project management experience
- The ability to provide on-call support, and work a flexible schedule
Qualifications
- All-around fun in the workplace
- Healthcare Benefits
- Opportunity to grow with ResultsCX if that’s “Your Greater”
Physical RequirementsResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
Company OverviewThe Site VOC Manager is responsible for VOC Communications/Initiatives at the site level, in partnership with Operations and directly accountable to the VOC Manager. VOC Managers are seated locally at the site, potentially supporting multiple clients.
