Quality Assurance Manager

3 weeks ago

Edmonton, Canada Pyxis Customer Solutions Full time

**Pyxis**:
Pyxis Customer Solutions is a Canadian-based receivables management organization with our corporate office in Edmonton, Alberta. We acquire delinquent consumer relationships from a broad range of creditors.

We take a people-first approach in the management and resolution of the outstanding debts we acquire, allowing Canadian consumers to achieve relief from financial burdens.

**Job Summary**:
As a Quality Assurance Manager your primarily responsible is delivering superior customer service is delivered by our internal Quality Assurance and Insolvency teams in a call center environment. Monitoring performance and ensuring maximum efficiency is achieved in order to successfully achieve monthly revenue expectations and quality of service.

**Responsibilities**:

- Provide leadership, coaching and development of the QA team by actively engaging and supporting team members, driving a culture where training and development are part of the team to ensure knowledge and skills are developed effectively
- Develop goals that complement the overarching business goals of the company and ensure the QA team is continually meeting or exceeding these goals
- Continually monitor monthly targets and KPI’s to ensure that expectations are met with optimum levels of quality and service delivery
- Conduct quality control via work standards auditing of agents.
- Provide input on various QA strategies, ensuring QA team meet company standards and are in compliance with industry standards, regulations, and legislation
- Manage the Insolvency team and provide support as needed; streamline and implement new processes accordingly
- Provide reporting on a daily basis, analyze data, identify trends, and share results with senior management.
- Recruit, hire, train new team members to ensure sufficient staffing levels maintained

**Requirements**:

- 3-5 years of call centre experience, and 2+ years of supervisory experience
- Experience in workflow and inventory management.
- Strong attention to detail and analysis skills
- Ability to develop and nurture performance with empathy and compassion while utilizing excellent communication and people development skills
- Proven ability to problem-solve, identify opportunites and recommend change

**Success Measures**:

- QA team is achieving monthly targets
- Month to month increase in the percentage of successful repayments
- Continual development of team members leading to increased efficiency and superior customer service skills

**Job Types**: Full-time, Permanent

**Salary**: From $52,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Edmonton, AB T5H 0L9: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- supervisory: 2 years (preferred)

Work Location: In person

Expected start date: 2023-06-01

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