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Quality Assurance

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Job Description

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

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