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Quality Assurance Manager
2 days ago
About the Job
We are seeking a Quality Assurance Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We're looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.
As Quality Assurance Manager, You Will…
Proactively solicit and provide feedback by being honest and transparent
Plan, develop and implement comprehensive professional development and training plans
Promote an inclusive learning environment and facilitate staff meetings
Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
Provide coaching to global staff in quality assurance and training to support superior performance
Responsible for the effective selection, development, supervision, evaluation and training of direct reports
Perform routine audits and track call performance
Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
Assign and monitor workload and performance of Trainers and Quality Analysts
Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate
Work with client and Operations Manager to perform corrective action
Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy
As Quality Assurance Manager, You Have…
3+ years of leadership experience, preferably in the customer service industry
Post-secondary education preferred
Demonstrated, progressive leadership and management skills, preferably in a contact center environment
Experience leading teams in a global capacity
Experience working in a fast paced environment across multiple locations globally
Strong verbal and written communication skills
Exceptional organizational and time management skills – must be able to multitask and prioritize
Superior analytical skills, problem solving and decision making skills
Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
Understanding of continuous improvement plans
Good understanding of business acumen
Independent thinker
Excellent presentation skills
