Manager Quality Assurance

Job Summary

The Manager of Quality Assurance is responsible for innovating new solutions and continuous improvements to enhance existing policies and methods to optimize service delivery. This individual represents the commitment to excellence in quality through effective customer engagement enablement strategies. The Manager will manage staff to ensure the identification and communication of trends in compliance, agent performance, or with customer climate to leadership teams at various levels or the organization is a requirement for this role. The Quality Assurance Team helps the organization achieve service standards by monitoring performance, identifying trends, recommending improvements, and being the epicenter of performance calibration internally and externally. The Manager of Customer Care Quality has full responsibility for the successes of the team. The Manager of Quality Assurance will manage performance of the Quality vendor(s) to compile, summarize and communicate findings to the appropriate department(s) with the purpose of creating insightful, customer centric business practices. This role will be responsible for identifying fractured processes and/or procedures and escalating to the appropriate supporting team ensuring the establishment, preservation, improvement and restoration of customer loyalty within the Customer Care organization.

Responsibilities

• Develop solutions and experiences that delight our customers and help change delivery for good.
• Serve as an internal champion for Voice of the Customer, helping support development of points of view & perspective to improve CSR/TSR performance.
• Participate in the Quality team’s site level briefs to review compliance audit results, performance observations and recommendations for improvement.
• Ensures that project/department milestones/goals are met and adhering to approved budgets
• Act as a conduit for continuous improvement by raising issues that are consistently observed with regards to technology or processes.
• Identify broken processes that negatively affect the customer experience and escalate as appropriate.
• Develop a strategy to monitor for the source of customer dissatisfaction with a goal of discovering business opportunities to increase the efficiency of the business.
• Conduct regular calibrations with BPO and QA vendor partners
• Recommend status changes for active employees based on performance and/or behavior observed
• Own VOC read-outs and provide insight and regular recommendations to operationalize feedback for improvements
• Lead the development of the Quality team through their day-to-day responsibilities (audits, coaching, feedback, and calibration) and ongoing career development
• Demonstrate advanced proficiency and a full understanding of all the Company’s products and services.
• Benchmark other call centers to ensure the Quality Program is using the best scoring methodologies to drive performance goals
• Responsible for driving improvements to key metrics (i.e. First Contact Resolution, OSAT, etc.) and pairing with internal stakeholders to affect positive change in processes, behavior, training and technology
• Use text analytics software to understand customer challenges, and calibration of quality monitoring results

Qualifications

• Minimum of seven (7) years’ experience providing outstanding customer service in a leadership role through coaching and development for large operational organizations, preferably within a Customer Service function.
• Minimum three (3) years’ experience in a call center quality department
• Degree or experience in education and/or certification related to Quality of Service delivery (or equivalent work experience)
• Strong leadership skills necessary to act as a catalyst to effect change across cross-functional areas.
• Excellent analytical and research skills.
• Superior verbal, written, and listening communications skills.
• Ability to plan for and engage in Change Management activities.
• Ability to work well under pressure while performing multiple tasks in a fast-paced environment.
• Familiarity with MS suite (Excel, Word, Access, and PowerPoint) programs and systems
• Understanding of Process Management software (MS Project, Visio, etc.)
• Experience at working collaboratively across organizational lines to leverage investment in knowledge management tools and methods
• While not specifically a ‘data role,’ the ideal candidate should be analytical with a strong grasp of using data to figure out cause and effect relationships, with an ability to create project plans leveraging this data into actionable change