Quality Manager

Overview

Elevate the customer experience for a groundbreaking company revolutionizing transportation through cutting-edge technology. As a Quality Manager, you’ll play a pivotal role in ensuring exceptional customer support by auditing contact center operations and driving continuous improvement. Partner with the Quality team to analyze performance, identify key insights, and implement data-driven recommendations that directly impact agent training, support processes, and overall customer satisfaction. This is your opportunity to shape the future of customer service within a dynamic and innovative organization.
About the Company:
Join a team of passionate innovators dedicated to transforming how people move. This company is at the forefront of developing groundbreaking technology with the potential to reshape global transportation. As a Quality Manager, you’ll be an integral part of a mission-driven organization committed to excellence and positive impact.
Impactful Responsibilities:

Audit & Evaluate: Conduct daily audits of customer interactions (calls & chats) from the offshore contact center, evaluating them against a comprehensive quality framework focused on effectiveness, ease, and personalization.
Analyze & Recommend: Dive deep into audit findings and performance trends to pinpoint the root causes of customer pain points and areas for agent development. Transform data into actionable recommendations for process, policy, and agent behavior improvements.
Drive Improvement: Collaborate with offshore operations leadership, training teams, and other stakeholders to implement your recommendations and monitor their impact on customer satisfaction.
Collaborate: Partner with offshore operations leadership, training teams, and other stakeholders to implement recommendations and monitor their impact.
Develop Resources: Contribute to the creation and refinement of quality assurance guidelines, training materials, and best practices.
Report: Prepare regular reports on quality performance, key insights, and progress against improvement initiatives.
Calibrate & Coach: Lead calibration sessions with the offshore QA team to ensure consistent application of quality standards. Provide coaching and feedback to enhance their evaluation skills.

Must-Have Qualifications:

5+ years of experience in a Quality Assurance role within a contact center environment, including experience supporting offshore teams.
Proven ability to develop and implement quality frameworks and scorecards.
Strong analytical skills with the ability to translate data into actionable recommendations.
Excellent written and verbal communication skills.
Experience leading calibration sessions and coaching QA analysts.
Deep understanding of customer experience principles, particularly “Effective, Easy, and Personalized” service delivery.
Ability to work independently and collaboratively in a remote setting.
Proficiency with contact center software, CRM systems, and QA monitoring tools.

Nice-to-Have Qualifications:

Bachelor’s degree in a relevant field.
Six Sigma/COPC Certification
Program Management experience including program charter creation, project planning, stakeholder management, and communications.