The Customer Service Manager, Quality Assurance is a key leadership position within the Customer Care team. The position will be responsible for creating the vision and developing a plan that brings together our Learning & Development, Operations, and Leadership teams focused on a continuous process improvement continuum, capturing learnings from training, Customer Satisfaction, and Net Promoter feedback into actionable insights for continuing education of our teams. The role is responsible to build out, lead and execute a quality assurance program to support a high volume, high touch contact center to ensure each interaction with our customers meets quality compliance standards, technical accuracy, and conformity to company policies and procedures. This individual will also be responsible for providing feedback, trending, and reporting to the Leadership team.
Responsibilities:
Develop comprehensive Quality Assurance & Review program including metrics, reporting, protocols and KPI’s Develop the implementation plan for Quality program Develop and implement procedures to identify, inspect, and report quality issues as well as successes Lead a team of Quality Assurance and Monitoring specialists Manage all aspects of the business that affect quality, including the daily operations and management of the Quality Specialist team Coordinate and lead weekly Calibration sessions across all teams and functions Collaborate with L&D to establish and develop a roadmap for success with new hire training Leads weekly/monthly meeting with the Leadership team reporting out the monthly established metrics and KPI’s including feedback and training opportunities, identified through quality analysis of quality monitors and Customer Satisfaction (CSAT), Dissatisfiers (DSAT) and NPS (New Promoter) at the employee and the organization level Create and maintain reporting that tracks performance of each individual specialist, as well as the overall team Surface inconsistencies in quality and experience, and conduct root cause analysis with corrective and preventative action plans Create innovative ways to receive and track actionable customer feedback
Required Skills
Bachelor’s degree or an equivalent combination of education and experience 10+ years of Customer Care experience including 5+ years of Contact Center Experience with the development of quality assurance and monitoring programs Experience working directly with data, text, or speech analytics tools used to identify and improve experience and process Experience using data to determine cause and effect relationships, with an ability to create project plans using this data into applicable change Experience leading and empowering a growing team Demonstrate logically and decision thought while having the ability to question norms Convey and influence strategic decisions across the organization Project management skills with the ability to produce results Must have the ability to lead and drive multiple projects while balancing multiple priorities and critical deadlines Experience with providing coaching and corrective action feedback
Preferred Skills and Competencies:
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Excellent verbal, written, and interpersonal communication skills Experience supervising or managing a Quality Team in a Contact Center is preferred Outstanding customer service skills and dedication to providing exceptional customer care Must be self-motivator and self-starter Exceptional listening and analytical skills Excellent time management skills Must be able to effectively deal with people at all levels inside and outside of the Company Creative ability & writing proficiency Ability to multitask and successfully operate in a fast-paced, team environment Must adapt well to change and be a change manager champion Must be able to work independently while contributing to the goals of the team Excellent Microsoft Office (intermediate Word, basic Excel)
