Manager Quality Assurance
Develop and deploy scalable quality assessment and continuous improvement programs to drive consistency and quality across internal and multinational BPO contact centers. Work daily to ensure that the quality you and your teams are assessing is in line with customer expectations; Quality scores expected to align with CSAT scores. Leverage data analytics to identify root causes in people, processes and policy to identify and implement tangible performance improvement. Ensure QA scorecard and audit coverage provides a comprehensive and statistically significant overview of support quality; be comfortable conducting phone, chat and email quality reviews, evaluating agent performance, and providing coaching plans for improvement. Identify leading indicators of trends in customer satisfaction to lead training, coaching, and other education efforts. Determine business needs and scalable solutions to solve quality issues through observations and analysis. Manage BPO partner compliance to SOW metrics and performance improvement actions.
7+ years of experience in contact center role, with a large portion in Quality/QA management
5+ years of people management experience (teams of 5 or more)
Proven experience leading other leaders
Flexible with the ability to adjust course quickly as business needs change
Customer Service skills
People management
Time Management Skills
Analytical and quantitative skills
Compliance Reporting
Process Improvement
Prioritizing skills
Communication Skills
Problem Solving Skills
Attention to detail and accuracy
Multi tasker
According to JobzMall, the average salary range for a Manager Quality Assurance in 50 Beale St, San Francisco, CA 94105, USA is $54,945 - $89,345.
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