Quality Assurance (QA) Manager

About the role:

As a Quality Assurance Manager, you will be responsible for leading a QA team within operations.  The role of QA is to work closely with teams to identify performance gaps, recommend actionable improvements, and drive consistency in delivering exceptional customer experiences.  The team plays a big part in enhancing the performance, achieving KPIs and aligning with the company's mission and values. This role is critical in ensuring that our customer interactions meet the highest standards of quality and compliance, ultimately contributing to an exceptional customer experience.

What you will own:

Reporting to the Learning and Development Manager - Operations, you will:

• Team Leadership:

  • Manage and mentor a team of QA analysts, providing guidance and support to enhance their skills and performance.

  • Conduct regular performance evaluations and implement professional development plans for team members.

• Quality Assurance Strategy:

  • Develop and implement a comprehensive QA strategy that aligns with the company’s objectives and customer experience goals.

  • Establish and maintain QA standards, metrics, and benchmarks to evaluate performance and drive continuous improvement.

• Monitoring and Evaluation:

  • Oversee the monitoring of customer interactions across various channels (phone, email, chat) to ensure compliance with company policies and quality standards.

  • Analyze QA data and provide insights and recommendations to improve customer service delivery.

• Training and Development:

  • Collaborate with training teams to develop and enhance training materials based on QA findings and trends.

  • Facilitate workshops and training sessions to educate staff on quality standards and best practices.

• Reporting and Communication:

  • Prepare and present regular QA reports to senior management, highlighting trends, areas of improvement, and actionable insights.

  • Foster open communication with other departments to ensure a unified approach to customer service excellence.

• Process Improvement:

  • Identify gaps in processes and systems, and work with cross-functional teams to implement corrective actions.

  • Actively participate in quality improvement projects and initiatives, promoting a culture of continuous improvement within the contact center.

• Customer Feedback:

  • Utilize customer feedback, surveys, and voice of the customer data to inform QA practices and enhance customer satisfaction.

• Collaboration and Calibration

  • Participate in calibration sessions with leadership and stakeholders to ensure consistency in quality evaluations.

  • Collaborate with team managers, trainers and management to implement training programs based on quality assessments and performance data.

• Compliance and Best Practices

  • Ensure compliance with company policies, regulatory requirements, and industry standards during evaluations.

  • Act as a subject matter expert on quality standards and customer service excellence within the contact center.

  • Foster a positive and motivating environment that encourages continuous improvement and professional growth among team members.

What you bring to the table: 

• Bachelor’s degree in a related field (Business, Communications, Quality Management, etc.) or equivalent work experience.

• Minimum of 3 years of experience in quality assurance, preferably in a customer contact center environment.

• Proven experience in managing and developing teams.

• Strong analytical skills with the ability to interpret data and make recommendations.

• Excellent communication and interpersonal skills.

• Ability to work collaboratively in a fast-paced environment.

• Proficiency in QA software and tools, and familiarity with performance metrics and reporting.

Bonus points if you: 

• Experience with customer relationship management (CRM) systems.

• Knowledge of regulatory compliance and industry standards.

• Excellent verbal and written communication skills for providing clear and constructive feedback.

• Strong organizational and time management skills.

• Detail - oriented with a focus on accuracy and compliance.

• Ability to handle challenging situations with professionalism and poise.

• Familiarity with coaching methodologies and adult learning principles.

• Creative problem-solving skills and the ability to think critically.

• Adaptable to change and open to feedback.