Manager, Quality Assurance - Support - Remote

Overview

The Manager of Quality Assurance for the Support team will lead a team dedicated to ensuring the highest standards of customer service and operational efficiency, developing policies, conducting audits, and driving initiatives for improvement.

In Short

• Lead a QA team focused on customer service excellence.
• Develop and implement quality assurance policies and procedures.
• Conduct regular audits and evaluations of call center operations.
• Provide feedback and coaching to staff to enhance performance.
• Collaborate with departments to identify improvement areas.
• Ensure compliance with industry standards and regulations.
• Manage and supervise QA team members and projects.
• Analyze data to drive quality improvement initiatives.

Requirements

• Experience in quality assurance management, preferably in call centers.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team.
• Knowledge of industry standards and regulatory requirements.
• Proficiency in quality assurance software and tools.

Benefits

• Generous annual bonus opportunity.
• 401(k) with Employer Match.
• Flexible Time Off without worrying about available hours.
• 10 paid holidays + 1 floating holiday.
• Volunteer Time Off.
• Insurance options: Medical, Dental, and Vision plans.
• Health Savings Account with employer match.
• 100% Company-Paid Parental leave.
• Wellness Program with discounts on medical premiums.
• Corporate Discounts on Retail, Travel, and Entertainment.
• Pet Insurance options.