Experienced Quality Assurance Manager - Customer Service: Delivering Exceptional Experiences at arenaflex

At arenaflex, we're passionate about empowering individuals to strive for more, and our values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes, and Stand for Equality - serve as a guiding force for our teams and the qualities we expect from every teammate. Our pursuit of better begins with innovation and a commitment to being the best. With us, you'll have the freedom to go further - no matter your role. That means developing, delivering, and selling cutting-edge products and digital tools that make top performers even better.

Join Our Team

We're seeking an experienced Quality Assurance Manager - Customer Service to lead our centralized quality assurance team in driving a consistent and high level of customer satisfaction across our operation. As a key member of our Customer Service organization, you'll play a critical role in ensuring that our athletes and brand fans have a premium customer service experience in every interaction with us.

About the Role

The Quality Assurance Manager - Customer Service will be responsible for leading a small team of Quality Analysts in monitoring and evaluating consumer interactions with Customer Service Representatives (CSRs) across multiple channels, including voice, chat, SMS, social media, and web to case forms. This role will observe, analyze, and evaluate interactions to provide feedback to the operation on business-critical behaviors and mastery of competencies.

Key Responsibilities

- Lead a small team of Quality Analysts responsible for monitoring and evaluating consumer interactions with CSRs across channels. - Ensure Quality Assurance Team's targets for completed evaluations are met in a timely and accurate manner. - Develop forward-looking strategies to improve customer experience, CSR experience, and cost efficiency. - Partner with Customer Service Supervisors and Managers on strategies to ensure KPI targets are met. - Partner with Training and Technology on tools and systems enhancements to ease system navigation and improve contact handling efficiency. - Drive alignment on performance standards with Contact Center leadership team and Business Partner Outsourcer (BPO) leadership via ongoing facilitation of calibration sessions and feedback. - Develop and produce reports and presentations to share performance trends. - Partner with Voice of Customer (VOC) team and utilize insights from customer verbatims to drive improved experiences. - Perform root cause analysis to determine knowledge gaps and address these gaps through ongoing communications, and development and/or refinement of Knowledge Base Articles (KBAs). - Partner with Training on initiatives and practices to build skills and talent. - Keep abreast of Customer Service industry best practices for quality assurance. - Support Director in identifying opportunities and pursuing implementation of AI solutions for automation of basic quality processes. - Prepare monthly QA readout report and facilitate session to review results.

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. - 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

- 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 Culture

- Location: Remote position. - Travel: Occasional travel to arenaflex headquarters for leadership on-site meetings when needed. - Relocation: No relocation provided. - Work-life balance: arenaflex is committed to helping our teammates succeed and advance in their careers. We offer a competitive Total Rewards package, including paid time off, health and wellness benefits, and opportunities for professional growth and development.

Compensation and Benefits

- Base Compensation: $82,154.00 - $112,961.20 USD. - Most new hires fall within this range and have the opportunity to earn more over time. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience for the position. - Benefits and Perks: arenaflex offers a comprehensive benefits package, including paid "arenaflex Give Back" Volunteer Days, Under Armour merchandise discounts, competitive 401(k) plan matching, maternity and parental leave, health and fitness benefits, and more.

Diversity and Inclusion

At arenaflex, we're committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status, and any other characteristic protected by applicable law. arenaflex believes that diversity and inclusion among our teammates are critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Accommodation is available for applicants with disabilities upon request.

How to Apply

If you're a motivated and experienced Quality Assurance Manager - Customer Service looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job