
Quality Assurance Manager
15 hours ago
Job Description
- This is a Mid-Senior level position in the Operations department.
- We are seeking a highly skilled Quality Assurance Manager to join our team.
About the Role
- The successful candidate will ensure quality assurance, training, and program integrity across operations.
- They will develop and implement quality standards, methodologies, and procedures.
Key Responsibilities
- Ensure compliance with quality standards across operations.
- Develop and implement quality standards, methodologies, and procedures.
- Monitor project results to determine compliance with quality standards.
- Work with operations managers to develop, implement, and monitor compliance with program improvement or corrective action plans.
- Develop and execute all training related plans, processes, and procedures.
- Maintain up-to-date training materials.
- Integrate business process and technology training.
- Maintain exceptional SLA and KPI performance.
- Stay abreast of industry and governmental trends to proactively identify impacts to business processes.
- Evaluate agent performance and provide coaching opportunities.
- Analyze reports and data to recommend changes for improved performance.
Requirements
- Bachelor's degree or related field with five years' experience in operations management and compliance.
- Quality, project management, or auditing certification preferred.
- Experience in systems and operations implementation, as well as managing quality assurance activities for major programs or projects.
- Excellent communication, organizational, and leadership skills.
- Proficiency with new technology, software applications, and phone systems.
- Strong relationship-building and collaboration skills in a highly matrixed environment.
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