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
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:
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.