Position Summary: The Quality Assurance Manager is responsible for maintaining the quality standards as defined by our clients and upper management. A sample of customer and agent interactions including calls, chats, and e-mails will be evaluated monthly. This position oversees the activity and production of all quality assurance staff. This position will also be an expert at leveraging quality assurance software to meet organizational objectives.
Essential Responsibilities: Quality Assurance Manager’s primary duties are:
- Review client requirements, and design and implement quality programs to support those requirements.
- Actively participate in regular client calibration sessions
- Act as a catalyst for change and improvement in quality performance
- Prepare and analyze quality reports including trend data for management review
- Administer quality assurance management systems to maximize results
- Manage associates on the quality assurance team
- Achieve a working knowledge of all client call handling expectations
- Actively participate in scoring interactions
- Participate in the design of call monitoring formats and quality standards
- Manage discrepancies and scoring disputes
Essential Qualifications:
- Supervisory experience in a contact center or other service industry
- Strong knowledge and sense of customer care best practices
- Strong interpersonal and supervisory abilities
- Stable work record and job history
- Excellent customer service skills
- Strong analytical skills
- Decision-making and problem-solving skills
- Ability to prioritize multiple tasks to meet deadlines
- Comfort with spreadsheet and word processing software
- Experience in process improvement and procedure development
- Bachelor’s degree or equivalent experience
- Able to use MS Office suite, proprietary, and client software and systems
Non-Essential Knowledge, Skill, and Abilities:
- Bilingual in Spanish and English is highly desired
- The ability to work a flexible schedule to accommodate our 24/7 operation is desirable
Physical Demands:
- Sitting for extended periods of time
- Reaching in any direction
- Communication skills using the spoken word
- Visualization necessary to participate in business functions
ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
* This job description in no way states that these are the only duties to be performed by the employee incumbent in this position. Employee will be required to follow any other job-related instructions and to perform job-related duties requested by any person authorized to give instruction or assignments.
Job Type: Full-time
Pay: $41,500.00 - $49,500.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Marquette, MI 49855: Reliably commute or planning to relocate before starting work (Required)
Work Location: Hybrid remote in Marquette, MI 49855