Descripción de la Oferta

We are currently looking for an experienced Quality Assurance Manager

Responsibilities:
* Directly supervises a Quality Assurance team
* Works closely with the Operations & Training Managers on weekly calibration preparation and execution, client conference calls, and team meetings/goal setting
* Develops and initiates standards/methods for inspection/testing and evaluation
* Directs team in measuring performance output & decreasing variance discrepancies
* Improves key performance indicators by analyzing data/reports, giving feedback, and partnering with the Operations and Training Management teams to create action plans
* Provides and documents performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management
* Supports the call center by participating in cross-functional meetings to give input on improvement opportunities
* Appropriately address human resource issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or Human Resources for guidance as needed
* Manages goals for call monitors based on client contract agreements
* Manages change through effective communication
* Will conduct interviews for the Quality team and make hiring decisions
* May participate in the interviewing process for new hire operations and make hiring recommendations

Requirements
* 2+ years previous supervisory experience required (Quality Department Preferred)
* Excel experience required
* Strong written and verbal communication skills
* Exceptional customer service skills and awesome ability to think outside the box
* Demonstrated ability to lead, coach and develop effective teams
* Results oriented with ability to manage change while creating a positive environment
* Proficiency in all Microsoft Office applications, call center applications, quality monitoring tools and applications, center reporting tools and technologies
* Flexibility to work long and irregular hours

Lenguajes