Manager – Quality Assurance – Home Management – Home

Manager – Quality Assurance – Home Management – Home

Requirements

• Bachelor’s degree in Business, Communications, Education, Engineering, or related field
• 2 years’ experience in training, quality, product development, or related area OR 4 years’ experience in training, quality, product development, or related area

Responsibilities

• Manages consistent customer service delivery by performing quality audits delivering feedback to agents and managers on success areas and improvement opportunities assessing individual coordinator customer service levels analyzing key quality drivers creating and evaluating quality reports recommending changes to improve quality control processes and customer satisfaction and reporting feedback to management
• Manages quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs evaluating quality review processes and identifying areas of opportunity identifying developing and implementing process changes implementing and evaluating the utilization and effectiveness of quality assurance programs evaluating service level data in order to determine behavioral gaps and training needs and collaborating with key stakeholders in order to develop action plans to improve agent service levels
• Manages the communication of findings to stakeholders and customers by providing documents and work papers identifying process errors and determining needed fixes providing recommendations to stakeholders regarding needed training support updating training documentation and ensuring recommended solutions are implemented
• Manages quality assurance plans and frameworks by collaborating with stakeholders on identified controls determining the frequency and timing of processes documenting processes identifying areas of opportunity in quality assurance plans and communicating recommendations to leadership
• Coordinates completes and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders supporting plans and initiatives to meet customer and business needs identifying and communicating goals and objectives building accountability for and measuring progress in achieving results identifying and addressing improvement opportunities and demonstrating adaptability and promoting continuous learning
• Provides supervision and development opportunities for associates by hiring and training mentoring assigning duties providing recognition and promoting a belonging mindset in the workplace
• Ensures compliance with company policies and procedures and supports company mission values and standards of ethics and integrity by implementing related action plans utilizing and supporting the Open Door Policy: and providing direction and guidance on applying these in executing business processes and practices

Preferred Qualifications

• Customer Service
• Human Resources
• Sales
• Training and Development
• Training and Facilitation
• Masters: Business Administration