Job summary

We are changing the way people think about customer service, and we need your help. We are seeking a Quality Assurance Manager to deliver extraordinary results for our clients.

Qualifications

• 3-5 years of experience in a leadership role, preferably in the customer service industry
• Bachelor Degree or other post-secondary degree in a relatable field
• Excellent verbal & written communication skills and strong emotional intelligence
• Leadership, decision-making and analytical skills

Responsibilities

• Lead conversations, both written and verbal, with clients and team members of all levels
• Ensure assigned Key Performance Indicators are achieved (Ex. Call Handle Time, Email Response Time, Quality and Customer Satisfaction Indices)
• Identify trends and challenges, and develop plans to correct problem areas
• Work closely with the Training team to ensure new-hires and tenured team members are receiving effective training
• Ensure compliance operating processes and procedures, including all required security measures
• Utilize essential soft skills to deliver guidance to team members of every level
• Flex as needed to our fast-paced, fun, and exciting work environment that changes quickly to meet the needs of the business

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