Sr. Manager Quality Assurance


February 18, 2021

Atlanta, GA, US

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.
  • 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

  • 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