Quality Assurance

Position:             Operations Manager II

Location:            Plano, TX

Duration:           12 Months

Duties & Responsibilities:

• Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews, preparing and completing improvement plans and maintaining productivity, quality, and customer service standards
• Create and maintain QA evaluation form, guidelines and QA certifications
• Facilitate calibration sessions across all social support to ensure teams are able to effectively evaluate performance and improve overall customer experience
• Drives continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement
• Identifies and implements new practices and processes that are “best in field"
• Demonstrates a commitment to customer service anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority
• Monitor social support employees to ensure they provide customer service conforming to company guidelines
• Understands and embraces the business and social support operations strategic direction
• Provide employees with training and coaching to help them improve their skills
• Track the performance to identify trends and make sure they meet performance goals.

Skills / Attributes:

• Excellent Communication Skills
• Customer Focus
• Advanced knowledge of Microsoft Office
• Highly motivated and committed to excellence
• Strong time management, problem solving and analytical skills
• Must adapt well to change and successfully set and adjust priorities as needed

Education/Experience

• Bachelor degree or combination of relevant education and minimum of 3+ years of QA experience considered in lieu of degree
• Experience in managing and developing quality metrics that meet regulatory requirements
• 2 years of Social Media experience.

Top Skill:

3+ years of QA experience (either from call center perspective – know how to create evaluation forms, etc.; or social media support)

Experience in development & improvement.

Highly analytical - Must be able to identify problems and come up w/ resolutions; access agents & ensure that we are meeting set goals

Superb communication skills; able to interpret feedback and offer resolutions

A strong team player

Thanks and Regards,

Aaqib -Harvey Nash Group

732 456 8799