Quality Assurance Manager

Summary

Join Zepz as a Quality Assurance Manager and lead a team of QA analysts within operations. You will develop and implement a comprehensive QA strategy, monitor customer interactions, analyze data, and provide recommendations for improvement. Collaborate with training teams to enhance training materials and facilitate workshops. Prepare and present QA reports to senior management and actively participate in quality improvement projects. This critical role ensures customer interactions meet the highest standards of quality and compliance, contributing to an exceptional customer experience. The position requires a Bachelor's degree or equivalent experience, minimum 3 years of QA experience in a customer contact center, and proven team management skills. Zepz offers a remote-first work environment and various benefits.

Requirements

• Bachelor’s degree in a related field (Business, Communications, Quality Management, etc.) or equivalent work experience
• Minimum of 3 years of experience in quality assurance, preferably in a customer contact center environment
• Proven experience in managing and developing teams
• Strong analytical skills with the ability to interpret data and make recommendations
• Excellent communication and interpersonal skills
• Ability to work collaboratively in a fast-paced environment
• Proficiency in QA software and tools, and familiarity with performance metrics and reporting

Responsibilities

• Manage and mentor a team of QA analysts, providing guidance and support to enhance their skills and performance
• Conduct regular performance evaluations and implement professional development plans for team members
• Develop and implement a comprehensive QA strategy that aligns with the company’s objectives and customer experience goals
• Establish and maintain QA standards, metrics, and benchmarks to evaluate performance and drive continuous improvement
• Oversee the monitoring of customer interactions across various channels (phone, email, chat) to ensure compliance with company policies and quality standards
• Analyze QA data and provide insights and recommendations to improve customer service delivery
• Collaborate with training teams to develop and enhance training materials based on QA findings and trends
• Facilitate workshops and training sessions to educate staff on quality standards and best practices
• Prepare and present regular QA reports to senior management, highlighting trends, areas of improvement, and actionable insights
• Foster open communication with other departments to ensure a unified approach to customer service excellence
• Identify gaps in processes and systems, and work with cross-functional teams to implement corrective actions
• Actively participate in quality improvement projects and initiatives, promoting a culture of continuous improvement within the contact center
• Utilize customer feedback, surveys, and voice of the customer data to inform QA practices and enhance customer satisfaction
• Participate in calibration sessions with leadership and stakeholders to ensure consistency in quality evaluations
• Collaborate with team managers, trainers and management to implement training programs based on quality assessments and performance data
• Ensure compliance with company policies, regulatory requirements, and industry standards during evaluations
• Act as a subject matter expert on quality standards and customer service excellence within the contact center
• Foster a positive and motivating environment that encourages continuous improvement and professional growth among team members

Preferred Qualifications

• Experience with customer relationship management (CRM) systems
• Knowledge of regulatory compliance and industry standards
• Excellent verbal and written communication skills for providing clear and constructive feedback
• Strong organizational and time management skills
• Detail - oriented with a focus on accuracy and compliance
• Ability to handle challenging situations with professionalism and poise
• Familiarity with coaching methodologies and adult learning principles
• Creative problem-solving skills and the ability to think critically
• Adaptable to change and open to feedback

Benefits

• Unlimited Annual Leave
• Private Medical Cover
• Retirement
• Life Assurance
• Parental Leave
• Remote-first