OVERVIEW
The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, advertising sales and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.
The ideal Senior Manager, Quality Assurance is a fantastic and experienced leader with a proven track record of departmental leadership, people management and high employee engagement specifically with leading leaders and QA analysts/specialists in a high volume, fast-paced contact center setting. Implicit is a demonstrated positive impact on Customer Satisfaction and improved contact center operational metrics.
ABOUT THE JOB

• Develop and deploy scalable quality assessment and continuous improvement programs to drive consistency and quality across internal and multinational BPO contact centers
• Work daily to ensure that the quality you and your teams are assessing is in line with customer expectations; Quality scores expected to align with CSAT scores
• Leverage data analytics to identify root causes in people, processes and policy to identify and implement tangible performance improvement
• Ensure QA scorecard and audit coverage provides a comprehensive and statistically significant overview of support quality; be comfortable conducting phone, chat and email quality reviews, evaluating agent performance, and providing coaching plans for improvement
• Identify leading indicators of trends in customer satisfaction to lead training, coaching, and other education efforts
• Determine business needs and scalable solutions to solve quality issues through observations and analysis
• Manage BPO partner compliance to SOW metrics and performance improvement actions
• Lead compliance to departmental goals and standards.
• Partner with internal contact center leadership to implement continuous improvement and coaching protocols
• Lead projects and establish objectives and outcomes to achieve superior quality KPIs
• Develop presentations, regular communication cadence for QA performance, and project updates with operations leaders and stakeholders

ABOUT YOU

• 7+ years of experience in contact center role, with a large portion in Quality/QA management
• 5+ years of people management experience (teams of 5 or more)
• Proven experience leading other leaders
• Flexible with the ability to adjust course quickly as business needs change
• Able to manage multiple projects and priorities in a fast paced environment
• Comfortable working in ambiguity
• Exceptional analytical and quantitative skill sets
• Passion for optimizing processes with an eye for efficiency and CSAT correlation
• Excellent verbal and written communication skills
• Customer service in your blood, along with serious attention to detail
• Bachelor's degree or equivalent