Quality Assurance Manager

Tripactions Atlanta , GA 30301

Posted 2 months ago

The Quality Assurance Manager will be responsible for working with the Director of Agent Experience in overseeing and supervising the day to day operations of our global quality assurance program.

This position requires excellent Customer Service skills and a sincere interest in driving key quality initiatives that drive a best-in-class customer experience. The key functions of this role are to maintain a robust quality program that ensures our customer facing teams are adhering to internal quality standards, company policies and individual customer requirements. Additionally, this person will be responsible for error trend analysis and working cross functionally within our organization to propose immediate action plans for agent quality improvement

What You'll Do:

  • Track, maintain and report individual agent and team QA scores, including identifying trends across the global organization

  • Analyze and action QA data to consistently improve the quality of our agent support

  • Maintain Calabrio AQM system settings to ensure we are leveraging functions that drive an excellent agent and customer experience

  • Create, manage and maintain QA dashboard that provides visibility of agent performance and quality trends across the organization

  • Work cross functionally with TE team leaders to ensure that appropriate coaching and feedback are provided to each agent

  • Create global consistency among managers by hosting regular Manager and agent quality calibration sessions

  • Regularly meet with cross-functional leaders to create and regularly update QA forms and processes to best support our individual customer needs

  • Partner with L&D to create innovative agent learning programs while actively monitoring the success of these initiatives

  • Partner with Ops to create better agent tooling or process documentation opportunities based on quality outcomes.

  • Provide a monthly quality read out for the TE leadership team

  • Build a leadership quality program to make sure leadership buy-in and quality understanding is understood.

What We're Looking For:

  • Minimum 3 years of call center quality assurance experience

  • Experience working in Calabrio AQM a plus

  • Strong analytical skills with the ability to work with data and develop key insights

  • Excellent oral and written communication skills with the ability to effectively communicate and collaborate with every level of the organization

  • Ability to prioritize tasks and initiatives in a fast-paced, ever changing environment

  • Ability to work independently and effectively as part of a team

  • Highly results-oriented and can deliver on executional excellence

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