Quality Assurance Manager

The Quality Assurance Manager ensures that all client goals related to providing monitoring and feedback from transactions, reporting, and management of the Quality Team are met in all of Results’ Quality Programs. The incumbent in this position is also responsible for ensuring that assigned Quality Teams from every account/client  achieve their weekly goals, provide required feedback to the Quality Leadership and ensure that the teams are functioning under the Quality Standards.In this role you will:Analyze performance results, drills downs to root causes of performance issues and implement improvements according to account/client goals and objectivesCoordinate with Leaders to ensure effectiveness of the Quality TeamEnsure completeness of Quality Team employee files, scorecard and performance management requirementsManage the performance and development of direct reportsReview QA staffing requirements regularly to ensure appropriate resource managementEnhance and develops Quality processes and toolsCollaborate with other functional areas to develop the appropriate actions needed for performance improvementPerform other duties, functions and tasks that are incidental and inherent to the jobWe are looking for someone who has:Experience in the same position (QA Manager/Verification Manager and/or Centralized Quality Management)Excellent communication skills, both verbal and writtenStrong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher,  Zero Variance, Hyper Quality, and TPGBusiness Improvement and Data Collection StrategiesStrong attention to detail, and superior organization skills and ability to multi-task in a dynamic, fast paced environmentGood interpersonal skills, pleasant disposition, detail oriented and can work independently or in a team environmentStrong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing )Ability to provide on-call support, and work a flexible scheduleExtensive knowledge of Customer Care Expectations & Quality GuidelinesAdvanced computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher,  Zero Variance, Hyper Quality, and TPGDedication to providing exceptional customer service

For three decades, ResultsCX has been a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty levels brands need to thrive and grow while improving efficiency and reducing costs. ResultsCX’s track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 30 locations and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), process automation, and our own SupportPredict digital engagement software as a service (SaaS).