CX Quality Manager

Summary

Join Alma, a company revolutionizing access to affordable mental healthcare, as their CX Quality Manager. You will develop and optimize processes for reviewing customer interactions across various channels, providing actionable feedback to enhance the overall customer experience. Leading a team of Quality Assurance Specialists, you will design coaching and peer review initiatives to improve agent confidence and commitment to quality. You will also manage the AI quality assurance platform, MaestroQA, and report on performance metrics. This role requires a seasoned people manager with 3+ years in Customer Experience and Quality Management, experience with AI and automation, and strong data analysis skills. Alma offers a remote-first work environment and a comprehensive benefits package.

Requirements

• You are a seasoned people manager with 3+ years in Customer Experience and Quality Management
• You have experience building accountability mechanisms to track the effectiveness of Quality Assurance. You hold direct reports to a high standard of excellence
• You are comfortable with AI, and with automation of ticket review and feedback generation
• You can use data to make a compelling business case for new initiatives and strategies to support CX team quality improvements over time
• You are comfortable with tech, often an early adopter, and have extensive experience with CRM tools
• You’re a self-starter with a strong understanding of project management processes and practices
• You have cultural humility, can build relationships across differences, and have excellent communication skills

Responsibilities

• Develop and optimize processes to review Alma customer interactions across multiple channels (phone, chat, email) and deliver actionable feedback and improve overall customer experience
• Lead a team of Quality Assurance Specialists to review Alma customer interactions for clarity, accuracy, process alignment, and empathy
• Design coaching and peer review initiatives that build CX agent confidence and commitment to customer experience quality
• Establish an effective feedback loop with the CX Training Team to prioritize needed CX skills and workflows, ultimately driving team-wide service improvements
• Regularly report on performance metrics for Alma CX Agents to demonstrate the effectiveness of your quality enablement strategy
• Manage our AI quality assurance platform, MaestroQA, and set technical objectives for development of new AI prompts to review customer interactions for issues that have a high impact on Alma’s business
• In partnership with your team of QA Specialists, calibrate and supervise both AI-driven and manual ticket review processes to deliver effective feedback to CX agents on customer interaction quality
• Design coaching and QA feedback delivery mechanisms that drive measurable improvements in CX operations and individual / team performance
• Track and hold yourself and your team accountable to ambitious improvements in CX team quality metrics
• Report out regularly to Customer Experience leadership on CX quality data insights
• Based on quantitative and qualitative data, identify new opportunities for training and workflow improvements to facilitate a premium customer experience for Alma’s members and clients
• Establish and maintain effective feedback loops with Enablement and Customer Experience managers and execute on shared priorities for improving Alma member and client experience

Preferred Qualifications

Experience with Zendesk and / or with an LMS such as Docebo is a huge plus

Benefits

• We’re a remote-first company
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• EAP access through Aetna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 12 paid holidays and 1 Alma Give Back Day
• Flexible PTO