Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.
The Quality Supervisor is responsible for ensuring the best customer experience is attained through the monitoring, analyzing and coaching of Contact Center Representatives. Quality assessments, data analysis and report generation are included in the responsibilities. This data will be used to improve training programs, identify opportunities, and leverage best practices to enhance the customer experience. This will be accomplished through the use of our internal observation tracking system and other applications designed to enhance performance via coaching prospects. Administrative functions include the use and administration of our monitoring system, maintaining accurate records of quality assessments and identifying trends for management decision making.
The Quality Supervisor will also be responsible for taking a customer advocacy position while providing valuable, accurate and helpful feedback about representative behavior. This feedback will be critical to the success of the quality program and will be used as an indicator for improvement and growth. The Quality Supervisor will perform all work in a professional manner that enhances the credibility for the team.
Contact Center Fit
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug‐free and smoke‐free workplace.