Experienced Quality Assurance Manager - Customer Service Team Lead for Remotexa, Driving Exceptional Customer Experience and Team Performance
Introduction to Nexspire At Worklio, we are dedicated to empowering individuals who strive for excellence, and our values serve as the foundation for our team's success. We believe in acting sustainably, celebrating our wins, fighting together as a team, loving our customers, and standing for equality. These values are the guiding principles that unite us and fuel our passion for innovation and excellence. As a leader in our industry, we are committed to developing, delivering, and selling state-of-the-art products and digital tools that make our customers better. If you are a motivated and experienced professional looking to join a dynamic team, we encourage you to apply for this exciting opportunity. Job Overview The Customer Service Quality Assurance (QA) Manager at Hirefluxa leads a centralized quality assurance team, responsible for driving a consistent and high level of customer satisfaction across our operations. The main objective of this role is to ensure that our customers have a premium experience in every interaction with us. The QA function will observe, analyze, and evaluate interactions across multiple channels, providing feedback to the operation on business-critical behaviors and mastery of competencies. This role will partner closely with all teams within Customer Service, Salesforce Service Cloud (SFSC) and Order Management System (OMS) partners, Voice of Customer (VOC) team, Distribution House, and other areas across the business to drive improved customer experience and efficiency.
Key Responsibilities
Leading a small team of Quality Analysts responsible for monitoring and evaluating consumer interactions with CSRs across channels. Ensuring Quality Assurance Team's targets for completed evaluations are met in a timely and accurate manner. Developing forward-looking strategies to improve customer experience, CSR experience, and cost efficiency. Partnering with Customer Service Supervisors and Managers on strategies to ensure KPI targets are met. Partnering with Training and Technology on tools and systems enhancements to ease system navigation and improve contact handling efficiency. Driving alignment on performance standards with Contact Center leadership team and Business Partner Outsourcer (BPO) leadership via ongoing facilitation of calibration sessions and feedback. Developing and producing reports and presentations to share performance trends. Partnering with Voice of Customer (VOC) team and utilizing insights from customer verbatims to drive improved experiences. Performing root cause analysis to determine knowledge gaps and addressing these gaps through ongoing communications, and development and/or refinement of Knowledge Base Articles (KBAs). Partnering with Training on initiatives and practices to build skills and talent. Keeping abreast of Customer Service industry best practices for quality assurance. Supporting Director in identifying opportunities and pursuing implementation of AI solutions for automation of basic quality processes. Preparing monthly QA readout report and facilitating session to review results.
Essential Qualifications
Strong interpersonal skills to build relationships both within Customer Service and with cross-functional partners. Ability to provide ongoing feedback in a positive and constructive manner. Analytical skills to identify trends, successes, and opportunities for improvement, at agent, team, and center level. Passion for driving consumer experience and developing team. Ability to meet tight deadlines. Technically savvy and able to quickly grasp new technologies and assess potential benefits. Expert knowledge of contact center best practices. Proficient in Microsoft office applications. Knowledgeable of CSAT data collection processes. Qualtrics experience a plus.
Preferred Qualifications
Innovative mind-set, adept at identifying and developing strategies to drive improvement within QA team, Contact Center, and cross-functionally. Expert communication skills, both written and oral. Confidently articulates information in a concise manner and effectively facilitates discussions. Role model and people leader who can provide guidance, foster collaboration and teamwork. Strategic thinker who grasps the big picture and can drive execution of plans that will best deliver on our mission. Exceptional organizational skills, attention to detail, ability to multi-task, and prioritize competing priorities. Education and Experience The ideal candidate will have: 5+ years of related work experience in Customer Service, supporting multiple channels, in a constantly changing environment. 5+ years of experience with quality assurance practices. 5+ years working with outsourced Contact Center resources (BPO). 6+ years people management experience. Experience collaborating with cross-functional stakeholders. Proficient in Microsoft Office suite. Salesforce Service Cloud experience a plus. Bachelor's degree, or equivalent work experience. Work Environment and Cultur Apply tot his job Apply To this Job