Job Description of a Customer-Service Quality Manager

Customer-service quality managers ensure that standards and protocols of customer service at their specific business or organization are followed by customer-service workers. Quality managers supervise departments and individual staff members, creating unified and cohesive customer service.

Quality Management Function

Quality management delivers a consistent and uniform product or service to a business' customer base. A quality manager "coordinates the activities required to meet quality standards" both from an internal and external standpoint, according to Graduate Prospects.

Job Parameters

As a customer-service quality manager, individuals typically supervise customer-service staff to solidify an organization's customer-service practices, ensuring that customer-service representatives act in accordance with the company's regulations.

Work Environment

Customer-service quality managers typically work in office settings, and are typically salaried professionals who've risen up from the lower ranks of an organization, usually working 40-hour weeks, with uncompensated overtime a distinct reality.

Earnings

Earnings for customer-service quality managers will vary by organization. Salary.com currently rates the average quality manager salary between $61,157 and $81,523.

Job Outlook

Customer-service quality management positions were expected to grow at a 12 percent rate from 2006 through 2016, according the U.S. Department of Labor. High competition for these positions is expected.

References

• Graduate Prospects Ltd.
• U.S. Department of Labor Bureau of Labor Statistics
• Salary.com, Inc.