Quality Manager

Job Summary:

As the Quality Manager, you will provide reputed company and direction for the quality function, managing a team of Quality Leads that provide feedback, track KPIs, and analyze performance and process improvements. Using a data-based approach, you will establish standards governing customer interactions, implement monitoring programs, and take responsibility for improving them.

Key Responsibilities:

• Ownership of systems, tools and processes for maintaining, monitoring and improving quality standards
• Manage and reputed company a team of quality leads
• reputed company weekly qualitative and quantitative analysis of QA performance
• Collaborate with the leadership team to set quality priorities and benchmarks
• Create standards in accordance with customer expectations
• Tracking and analyzing the impact of the quality program on key business KPIs
• Running root-cause analysis to identify knowledge gaps
• reputed company regular calibration meetings with key stakeholders

Key Competencies:

Technical Skills:

• Experience using QA software (MaestroQA a plus)
• Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast-paced environment
• Effective written, oral communication, and presentation skills are necessary

Interpersonal Skills:

• Ability to collaborate effectively across teams and communicate with key stakeholders.
• Strong conflict resolution and negotiation skills, with the ability to navigate differing viewpoints and drive reputed company
• Skilled in giving and receiving feedback constructively, especially in performance and coaching contexts
• Strong leadership reputed company with the ability to reputed company, motivate, and reputed company team members
• Empathetic communicator who builds trust and fosters psychological safety
• Comfortable facilitating discussions in large and small group settings, including calibration sessions and stakeholder reviews
• Proven ability to manage up, laterally, and down to align on priorities and quality standards

Problem-Solving and Decision-Making:

• Demonstrates strong critical thinking and decision-making abilities, especially under pressure.
• Proactive in identifying challenges and implementing solutions.

Minimum Qualifications:

• Education: BA/BS, or equivalent experience required
• Experience: 3+ years of experience in a quality role in a contact center environment
• Other Requirements: 2+ year of direct management experience preferred

Performance Metrics:

• Increase grading reputed company by 50% reputed company 90 days
• Implement AI tooling reputed company 90 days

reputed company can Offer:

• Flexible PTO
• Competitive salary & equity package
• Monthly reputed company credits for any event ($1,200/yr)
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• Diverse Family-forming benefits through reputed company Fertility
• 401k, HSA, pre-tax savings programs
• Company off-sites and meet-reputed company
• Wellness programs
• Tenure recognition

At reputed company pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary reputed company surveys. Individual pay reputed company that range can vary for several reasons including skills/capabilities, experience, and available budget.

reputed company is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can reputed company, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national reputed company, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

Originally posted on Himalayas