AVP / Head of Contact Center Quality
Optional executive layer
Career Explorer · Customer Operations & Contact Centers · Contact Center Quality Management
Optional executive layer
What the role involves
- Autonomy
- Major function / geography
- Scope
- Major function / geography
- Time horizon
- 2-4 years
- Expertise and judgement
- Translates enterprise strategy into a major operating domain
- Expected impact
- Strategic outcomes across a major domain
Expected skills (24)
Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.
Human (13)
| Skill | Importance | Target | What that level looks like |
|---|---|---|---|
| Coaching Collaboration & Leadership | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Decision making Thinking & Judgment | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Delegation Collaboration & Leadership | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Executive communication Communication & Influence | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Feedback delivery Collaboration & Leadership | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Risk judgment Thinking & Judgment | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Stakeholder management Communication & Influence | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Strategic thinking Thinking & Judgment | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Talent development Collaboration & Leadership | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Conflict resolution Communication & Influence | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| De-escalation Operational Human Skills | Supporting | P4 | Models and institutionalizes De-escalation across teams. |
| Inclusive leadership Collaboration & Leadership | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Service empathy Operational Human Skills | Supporting | P4 | Models and institutionalizes Service empathy across teams. |
Professional (11)
| Skill | Importance | Target | What that level looks like |
|---|---|---|---|
| Business acumen Business & Strategy | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Financial acumen Business & Strategy | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Performance management Business & Strategy | Core | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Case management Customer Operations & Contact Centers | Supporting | P4 | Sets cross-team standards and governance for Case management, integrating risk, metrics and stakeholder needs. |
| Contact center analytics Customer Operations & Contact Centers | Supporting | P4 | Sets cross-team standards and governance for Contact center analytics, integrating risk, metrics and stakeholder needs. |
| Customer Satisfaction (CSAT) Customer Operations & Contact Centers | Supporting | P4 | Sets cross-team standards and governance for Customer Satisfaction (CSAT), integrating risk, metrics and stakeholder needs. |
| Customer escalation management Customer Operations & Contact Centers | Supporting | P4 | Sets cross-team standards and governance for Customer escalation management, integrating risk, metrics and stakeholder needs. |
| First Contact Resolution (FCR) Customer Operations & Contact Centers | Supporting | P4 | Sets cross-team standards and governance for First Contact Resolution (FCR), integrating risk, metrics and stakeholder needs. |
| Omnichannel customer service Customer Operations & Contact Centers | Supporting | P4 | Sets cross-team standards and governance for Omnichannel customer service, integrating risk, metrics and stakeholder needs. |
| Resource management Program, Risk & Sustainability | Supporting | P4 | Sets standards, integrates the skill across teams and resolves novel or high-impact problems. |
| Ticket management Customer Operations & Contact Centers | Supporting | P4 | Sets cross-team standards and governance for Ticket management, integrating risk, metrics and stakeholder needs. |
Career ladder
Reached from
Next steps
- Vice President, Contact Center QualityM6Management promotion
Move from major-domain leadership to VP enterprise scope; shape company-level strategy, capital allocation, organization design and external commitments.
What changes to advance
Move from major-domain leadership to VP enterprise scope; shape company-level strategy, capital allocation, organization design and external commitments.
Source: PROCOMER FTZ benchmark; SFIA; PMI · MF302-M5