The Manager of QA for Services Operations & Contact Centers is responsible for driving multiple, large cross-functional process improvement projects focusing on improving the customer experience for Service and Sales Operations. Individuals in this position use high-level strategic thinking and process improvement experience in determining goals, metrics, and direction necessary to maximize short-term and long-term success of initiatives. This role works closely with the Learning department and operational leaders to guide activities related to quality, knowledge, and work from home programs.
Major Tasks, Responsibilities & Key Accountabilities:
25%- Promote the customer experience and performance improvement throughout the organization. Create goals and standards that support the ultimate customer experience. Provide directional oversight of the work from home program to guide ongoing innovation and improvement.
20%- Develop, implement, communicate and maintain a quality plan. This requires writing and management of Standard Operating Procedures and overseeing the findings from quality audits from a designated Quality Audit team
20%- Partner with the Learning department to continually seek opportunities to increase customer satisfaction. Executes and maintains an associate knowledge base platform to ensure a consistent customer experience
15%- Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the established standards of service for customers.
10%- Set up and maintain controls and documentation procedures specific to scripting and branding compliance for Services Contact Centers overall.
10%- Interview, hire, train, direct, coach, reward and performance manage all direct reports.
Nature and Scope:
Position reports to Sr. Manager Customer Experience.
This position has 5 or more direct reports.
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Experience in a Call Center as well as a matrix environment
Knowledge, Skills, Abilities and Competencies:
Very organized with strong attention to detail and time management skills
Excellent written, verbal, listening and presentation skills
Detail oriented with the ability to manage multiple project/priorities
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.