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Manager Quality Assurance - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Atlanta, GA Atlanta, Georgia |
About this job
POSITION PURPOSE
The Manager, Quality Assurance is responsible for delivering quality assurance programs that drive business reults and create a competitve advantage for the online contact centers. This role acts as the primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience. Partners with operational managers and works through a team of QA Analysts to deliver results that are consistent with contact center strategy and the voice of the customer.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
40% Manages functional quality for inbound contact center.
30% Ensures the validity and integrity of quality assurance programs and metrics.
15% Leads and manages calibration activity. 15% Educate and inform contact center leaders on quality standards.
Provides contact center leadership, direct reports and training department with metrics and data necessary to train quality goals, customer satisfaction goals and quality monitoring.
NATURE AND SCOPE - Position reports to the Sr Manager or Manager, Contact Center Operations Accountable for direct supervision of the work activities of others.Essential Skills:
MINIMUM QUALIFICATIONS
-Must be eighteen years of age or older. Must pass the Drug Test. Must pass the Background Check.
Must pass pre-employment tests, if applicable.
- 2 yrs management or supervisory experience in a customer service or contact center organization.
- Experience with analysis, problem solving and project management.
EDUCATION REQUIRED -
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 - 04
PHYSICAL JOB REQUIREMENTS -
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.
PREFERRED QUALIFICATIONS -
Bachelor's Degree preferred
At least five to six years of call center leadership experience is preferred.
Experience with Lean Six Sigma methodologies
Experience with call monitoring software
Practical understanding of customer service/order entry systems and proficient PC Skills (Word, Excel, PowerPoint)
Travel-25-50% between Kennesaw, GA & Ogden, UT
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Strong understanding of quality systems, quality management and quality regulations.
Outstanding interpersonal and creative negotiation skills.
Practical understanding of customer service/order entry systems and proficient PC Skills (Word, Excel, PowerPoint)
Effective verbal and written communication skills.
Proven ability to meet deadlines, manage multiple priorities and achieve results in a fast paced and demanding work environment.
Strategic and critical thinking, reasoning and problem solving skills.
The Manager, Quality Assurance is responsible for delivering quality assurance programs that drive business reults and create a competitve advantage for the online contact centers. This role acts as the primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience. Partners with operational managers and works through a team of QA Analysts to deliver results that are consistent with contact center strategy and the voice of the customer.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
40% Manages functional quality for inbound contact center.
30% Ensures the validity and integrity of quality assurance programs and metrics.
15% Leads and manages calibration activity. 15% Educate and inform contact center leaders on quality standards.
Provides contact center leadership, direct reports and training department with metrics and data necessary to train quality goals, customer satisfaction goals and quality monitoring.
NATURE AND SCOPE - Position reports to the Sr Manager or Manager, Contact Center Operations Accountable for direct supervision of the work activities of others.Essential Skills:
MINIMUM QUALIFICATIONS
-Must be eighteen years of age or older. Must pass the Drug Test. Must pass the Background Check.
Must pass pre-employment tests, if applicable.
- 2 yrs management or supervisory experience in a customer service or contact center organization.
- Experience with analysis, problem solving and project management.
EDUCATION REQUIRED -
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 - 04
PHYSICAL JOB REQUIREMENTS -
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.
PREFERRED QUALIFICATIONS -
Bachelor's Degree preferred
At least five to six years of call center leadership experience is preferred.
Experience with Lean Six Sigma methodologies
Experience with call monitoring software
Practical understanding of customer service/order entry systems and proficient PC Skills (Word, Excel, PowerPoint)
Travel-25-50% between Kennesaw, GA & Ogden, UT
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Strong understanding of quality systems, quality management and quality regulations.
Outstanding interpersonal and creative negotiation skills.
Practical understanding of customer service/order entry systems and proficient PC Skills (Word, Excel, PowerPoint)
Effective verbal and written communication skills.
Proven ability to meet deadlines, manage multiple priorities and achieve results in a fast paced and demanding work environment.
Strategic and critical thinking, reasoning and problem solving skills.
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