Quality Assurance Manager - Support

Summary

Join Nextech, a leader in specialty healthcare technology solutions, as the Manager of Quality Assurance for the Support team. You will lead a team dedicated to ensuring the highest standards of customer service and operational efficiency. Your responsibilities include developing and implementing quality assurance policies, conducting regular audits, and providing actionable feedback to improve performance. You will work closely with other departments to identify areas for improvement and drive initiatives that enhance customer satisfaction and operational excellence. This role is crucial in maintaining compliance with industry standards and regulations, and you will be responsible for training and mentoring staff to uphold these standards.

Requirements

• Proven experience in quality assurance management, preferably in a call center environment
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to lead and motivate a team
• Knowledge of industry standards and regulatory requirements
• Proficiency in quality assurance software and tools

Responsibilities

• Develop and implement comprehensive quality assurance policies and procedures
• Conduct regular audits and evaluations of call center operations
• Provide detailed feedback and coaching to staff to improve performance
• Collaborate with other departments to identify and address areas for improvement
• Ensure compliance with industry standards and regulatory requirements
• Manage and supervise QA team members and projects
• Develop QA metrics, analyze data and identify areas to improve quality
• Drive initiatives to enhance customer satisfaction and operational efficiency

Preferred Qualifications

• Experience with Quality Management Systems (QMs), with a preference towards CallMiner
• Familiarity with implementing and managing QMS to ensure consistent quality standards and compliance

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options