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Contact Center Quality Assurance Manager - Operations

Expired Job

Progressive Leasing Glendale , AZ 85301

Posted 3 months ago

Job Description:

Progressive Leasing is seeking a highly motivated, organized and results driven Contact Center Quality Assurance Manager within our Operations team. The (Ops) QA Manager must be inquisitive, proactive, and strategic in identifying risk and proposing solutions. Confident decision-making skills and exceptional communication are essential, as this person will have to engage all levels of Ops management, as well as various subject matter experts.

WHAT YOU'LL DO:

  • Develop, design, and execute quality testing and monitoring

  • Provide feedback to various Ops Departments on common trends, gaps, and performance results

  • Help develop solutions aimed to improve quality performance

  • Perform regular calibrations between Quality Assurance Team and Ops Business

  • Manage scheduling of employees to insure that audits and tasks are completed on time.

  • Track daily, weekly and monthly performance scores related to Quality, and report the data to management

  • Monitor calls and internal audits, verifying accuracy; delivering team members with constructive feedback

where appropriate

  • Prepare reporting, dispute tracking, audit and coaching logs on a monthly basis for the leadership team

  • Drive key efficiency metrics to improve team and overall operational performance (e.g. disputes, widgets per

hour, accuracy, denominators, etc...)

  • Ensure all policy documents are being enforced and that timely updates are completed

  • Collaborate with department leads to improve quality performance and/or recommend changes

  • Other duties as assigned

REQUIRED EXPERIENCE & QUALIFICATIONS:

  • 4+ years leadership experience (managing exempt and non-exempt employees)

  • Must have progressive Quality Assurance experience to be considered

  • Excellent oral and written communication skills

  • Prior experience within a contact center environment

  • Strong working knowledge of The Microsoft Office Suite (esp. Word, Excel, and Outlook)

  • Ability to interact confidently with Sr. Management

  • Demonstrated track record of successfully managing competing priorities and producing accurate work,

while still meeting deadlines

COMPENSATION, PERKS, & BENEFITS:

  • Competitive Compensation

  • Full Health Benefits Medical/Dental/Vision

  • 401k, Paid Time Off and Tuition Reimbursement

  • Full Service On-site Gym, Game and Lounge Area, Basketball Court

  • Free Healthy Snacks and Refreshments

  • Subsidized Public Transit

WHO IS PROGRESSIVE LEASING?

Founded in 1999, Progressive Leasing, a wholly-owned subsidiary of Aaron's Inc. [NYSE: AAN], is a steadily growing company already surpassing $1B in revenue. Our scalable customer payment software products provide lease-purchase technology solutions through 26,000+ retail locations in 45 states.

Progressive Leasing does not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business. All new hires must pass a pre-employment criminal background check and drug test.


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Contact Center Quality Assurance Manager - Operations

Expired Job

Progressive Leasing