IT Quality Assurance Manager jobs in Cuyahoga Falls, OH

Meet Leaf Home, the leading provider of technology-driven home solutions that is on a mission to make homeownership easy. With more than 50% of consumers worried about the cost and effort of home maintenance, we focus on delivering remarkable, end-to-end experiences. Trusted by more than 1 million homeowners across the US and Canada, Leaf Home is America’s largest direct-to-consumer full-service provider of branded home services and products. Leaf Home and its products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms.

Powered by people, Leaf Home's innovative products and services are delivered with convenience, trust, and quality via 200 regional sales and installation offices along with comprehensive field support offices in New York and Hudson, Ohio. We believe we win together. Leaf Home has been consistently named one of the fastest-growing private companies by Inc 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include:

Industry-best compensation packages | Fully paid health, dental, and vision insurance | 401k with company match | Paid Time Off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women’s Committee.

Apply today and together we will unlock millions of customers' dream homes and your dream career at Leaf Home.

Position Summary: The Quality Assurance Analyst evaluates, assesses, and reviews customer interactions with inside sales representatives to ensure compliance, and adherence to company standards, processes, and procedures. The key responsibilities of the role are to analyze trends that will aid in quality improvement across all areas of the business, provide feedback, and support training initiatives. The QA Analyst plays a critical role in driving performance through coaching, recognition, and assistance with developing relevant action plans.

Essential Duties and Responsibilities:

• Maintain and develop internal support of contact center quality standards.

• Review a subset of support agents’ interactions (calls, emails, chat, text, etc.).

• Collaborate with the learning and development team to bridge any performance gaps and recommend new or ongoing training initiatives.

• Provide feedback to supervisors and agents to assist in mitigating fail points and performance gaps.

• Assess support interactions based on internal standards.

• Analyze all sales and service metrics and suggest strategies to improve support OKRs.

• Map the need for refresher and ongoing training needs based on QA trends.

• Monitor customer service performance on the agent and team level.

• Create reports that reflect support performance.

• Partner with the Quality Assurance Manager to resolve quality issues by initiating effective interdepartmental communication.

• Performs other duties as assigned by supervisor.

Experience and Minimum Qualifications:

• High school diploma or equivalent.

• 2 years of quality assurance and/or auditing experience.

• Demonstrated drive to consistently provide superior customer service.

• Proven ability to work independently and within a team environment.

• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball.”

• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “win every day” mentality.

• Hold oneself accountable and responsible while being self-driven in accomplishing goals.

• Detail-oriented and can focus on the task at hand by finding the most efficient and effective pathway to completion.

• Excellent verbal and written communication skills at all levels to communicate with internal and external stakeholders articulately.

• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.

• Ability to provide timely and empathetic service through all communication channels keeping peer and customer needs first.

• Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).

• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities, or Certifications:

• Quality assurance experience in a large contact center.

Travel Requirements:

• No travel required.

Overtime/Additional Hours Requirements:

• Additional hours may be required (exempt positions).

Physical Requirements:

• Normal office environment.

• Performs indoor work in a climate-controlled environment.

• Sedentary work. Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Diversity and Inclusion Statement

Leaf Home is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

Equal Opportunity Statement

Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).

Americans with Disabilities Act Statement and Contact

Leaf Home is committed to honoring the spirit and requirements of the Americans with Disabilities Act. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to adarecruiting@leafhome.com.