Quality Assurance Manager

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!

Position Purpose:

The Manager - Quality Assurance is responsible for the daily supervision and management of a team of Quality Assurance Representatives (QAR). The Manager's primary role is that of coach and teacher to ensure that the QAR's meet or exceed the standards set forth by Everise and the client.

Job Requirements:

Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards

Work with supervisors and management to ensure that all associates are meeting quality standards

Provide QA and KPI analysis

Provide training as needed to both new hires and experienced associates

Attend and contribute to both internal and client calibration sessions

Carry out reward and recognition programs as outlined by EVerise and the client

Remain knowledgeable on project information by keeping training manual and memos updated

Track trends and make recommendations for refresher and/or up- training to the trainer(s)

Any other duties and responsibilities assigned by management of the company

Interview and train QA team

Provide coaching and support to QARs

Coordinate quality results with other states

Develop bridge-building programs with Operations team

Qualifications:

Bachelor's Degree

Must be a Lean Six Sigma Greenbelt certified or Blackbelt trained

Leadership experience required

3-5 years QA experience in a call center environment

Extensive understanding and knowledge on Six Sigma's 7 basic quality tools

Proficiency in Microsoft Office applications, especially MS Word, Excel and Power Point

Excellent oral and written communication skills

Detailed-oriented

Analytical skills

Exceptional motivational and interpersonal skills

Able to work independently

Flexible Schedule

Dependability regarding completion of assignments and attendance