Customer Service Quality Assurance Manager

We are hiring a Customer Service Quality Assurance (QA) Manager!

The Customer Service QA Manager we are looking to promote and/or hire will support call center operations across ManhattanLife with their unique blend of technical and business expertise. They will be responsible for ensuring insights and data are translated to customer service representatives and training teams. The QA Manager is a strategic thinker who challenges the status quo and identifies opportunities for improvements that drive efficiencies and service optimization. The QA Manager will have frequent interactions with other members of management that oversee call center operations.

Job Responsibilities:

  • Individual contributor who owns the end-to-end Quality management process.
  • Manages relationship with strategic partners, training, and customer service (CS) management/reps.
  • Analyze performance trends and identify opportunities to improve quality.
  • Create/influence reporting and communicate progress to stakeholders.
  • Provide useful and actionable scorecards for leaders to use for effective coaching.
  • Develop a cadence where various audiences can listen to call recordings to understand CX.
  • Document and communicate key changes from listening posts, calibrations, defect analysis, etc.
  • Collaborate with trainers and leadership to ensure process changes/trainings are implemented.

Job Requirements:

  • Five or more years of related experience in QA, contact center monitoring, and/or customer service.
  • An Associate degree is preferred
  • Demonstrated knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends.
  • Experience with Quality Management/call center tools (Calabrio, Amazon Connect, Encore, etc) is desired but not required.
  • Experience establishing cross-functional partnerships with broader leadership and customer service teams to improve program effectiveness and business results.
  • Able to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goals.
  • Able to operate independently in a highly efficient manner; superior organizational, problem-solving and time management skills.

Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Monday to Friday

Education:

  • High school or equivalent (Required)

Experience:

  • QA and/or customer service: 5 years (Required)
  • Quality Management/call center tools: 2 years (Preferred)

Work Location: One location

Company
ManhattanLife
Posted
11/14/2021
Salary Range
$83,000.00 - 125,000.00
per Year
Salary range estimated by
Location
Houston, TX 77092, US
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