Job Description
The Quality Assurance Manager ensures that all client goals related to providing monitoring and feedback from transactions, reporting, and management of the Quality Team are met in all of Results’ Quality Programs. The incumbent in this position is also responsible for ensuring that assigned Quality Teams from every account/client achieve their weekly goals, provide required feedback to the Quality Leadership and ensure that the teams are functioning under the Quality Standards.
In this role you will:
- Analyze performance results, drills downs to root causes of performance issues and implement improvements according to account/client goals and objectives
- Coordinate with Leaders to ensure effectiveness of the Quality Team
- Ensure completeness of Quality Team employee files, scorecard and performance management requirements
- Manage the performance and development of direct reports
- Review QA staffing requirements regularly to ensure appropriate resource management
- Enhance and develops Quality processes and tools
- Collaborate with other functional areas to develop the appropriate actions needed for performance improvement
- Perform other duties, functions and tasks that are incidental and inherent to the job
We are looking for someone who has:
- Experience in the same position (QA Manager/Verification Manager and/or Centralized Quality Management)
- Excellent communication skills, both verbal and written
- Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
- Business Improvement and Data Collection Strategies
- Strong attention to detail, and superior organization skills and ability to multi-task in a dynamic, fast paced environment
- Good interpersonal skills, pleasant disposition, detail oriented and can work independently or in a team environment
- Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing )
- Ability to provide on-call support, and work a flexible schedule
- Extensive knowledge of Customer Care Expectations & Quality Guidelines
- Advanced computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
- Dedication to providing exceptional customer service
