QA Manager

Job description

Title: Quality Assurance Manager

Department: Quality (QA)

Reports to: Sr. Quality Assurance Manager/Director of Quality Assurance and Customer Experience.

Job Summary:

The Quality Assurance Manager’s goal is to ensure that the quality of customer service provided by the call center is high and consistent. The quality manager is responsible for developing and implementing quality control procedures, monitoring calls and interactions with customers, identifying areas where improvements can be made, and providing training to call center agents to improve their performance. The quality manager also works closely with other managers and supervisors in the call center to establish and maintain service level agreements, track key performance indicators, and ensure that the call center is meeting its targets and objectives. By having a dedicated quality manager, the call center can improve customer satisfaction, reduce the number of complaints and escalations, increase efficiency and productivity, and ultimately achieve greater success in the competitive marketplace.

Duties/Responsibilities:

• The quality manager conducts quality audits to ensure adherence to quality standards and best practices, such as call handling protocols, customer service etiquette, and compliance with regulatory requirements.
• The quality manager is responsible for developing and implementing quality assurance policies and procedures to ensure consistency and excellence in service delivery.
• The quality manager monitors and evaluates the performance of QA analysts by reviewing the assessments they submit to identify areas where they’re struggling (skill gap or critical behavior) or where there are opportunities for improvement.
• Upon identifying these areas of opportunity, the quality manager can provide quick feedback and coaching to the analysts by effectively designing practice exercises to help improve performance.
• The quality manager should provide regular feedback to the quality supervisor, both positive and constructive, and work alongside them to set clear and specific goals that the latter wants to achieve to improve their performance and develop their skills.
• The quality manager designs and delivers training programs to improve the agents’ skills, such as communication, problem-solving, and customer service.
• The quality manager analyzes contact-related data, such as call volume, first call resolution rate, and customer satisfaction, and generates reports to identify trends and areas for improvement.
• The quality manager collaborates with other departments, such as operations, HR, and Training, to implement and maintain quality initiatives, such as process improvements, employee engagement programs, and technology upgrades.
• The quality manager ensures compliance with regulatory requirements, such as data privacy and security, and trains agents on compliance-related policies and procedures.
• Understands customer needs and requirements to develop effective quality control procedures.
• Manage quality assurance productivity across all assigned programs.
• Ensure the quality assurance team meets financial ratios requirements.
• Ensure the quality assurance meets client observation requirements outlined in the client SOW.
• Create/Develop Client QBR/WBR or Periodic Quality review decks related to Quality Assurance.
• Develop Reporting tools for Quality Assurance for assigned programs.
• Partner with local Operation’s teams in order to create and maintain coaching feedback and employee development/success in the Quality assurance KPI.
• Manage and coach direct reports to meet departmental KPIs and promote capability growth through ongoing employee development.
• Hires and trains quality staff.
• Handles discipline and termination of employees in accordance with company policy.
• Communicates quality standards and parameters to QA team, product development team, and other appropriate staff.
• Reviews client, customer, and user feedback.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Bilingual is required.
• Expert level job knowledge of customer service, selling and retention techniques.
• College student/graduate.
• Ability to multitask.
• Professional demeanor.
• Strong interpersonal and leadership skills.
• Self-motivated with a strong sense of urgency and solid work ethic.
• Works well independently and in a team environment.
• Excellent organizational and time management skills.
• Excellent people management skills.
• Excellent organizational and time management skills.
• Excellent listening, oral and written communication skills, able to effectively convey complex information.
• Detail oriented; strong analytical skills and able to prepare all required documents prior to client/company sessions.
• Strong coaching skills.
• Excellent interpersonal skills. Able to effectively communicate with people of all personalities, diverse backgrounds, and cultures through the exercise of active listening, empathy, clarity, flexibility, and a positive attitude.
• Knowledge of client program and system operations.
• Strong working knowledge of Microsoft Office, especially Excel and document editing.
• Strong knowledge of client programming and system operations.
• Ability to communicate effectively and efficiently despite the audience.
• Develop program assessment protocols for evaluation and improvement.

Education and Experience:

• High School graduated minimum
• Minimum of 1 or 2 years as Quality Assurance Supervisor or equivalent work experience.

Physical Requirements:

• Sedentary work. Work performed primarily while sitting at a workstation, frequently operating computer keyboard and other office equipment.
• Ability to work from home and site as needed preferably.

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers.  We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

Note:

The above-listed are major responsibilities of this position. They are not intended to cover each aspect of the position as the scope and duties of a given position may change or be temporarily altered based on the business needs of the Company.