Remote Quality Manager

Summary

Join Gametime as a Quality Manager to oversee quality standards, lead a team of quality specialists, and analyze performance data. With experience in contact center environments and direct management experience preferred, you'll work collaboratively with the leadership team to set quality priorities and benchmarks.

Requirements

• 2+ years experience in a quality role in a contact center environment
• 1+ year of direct management experience preferred
• Experience using QA software (MaestroQA a plus)
• Effective written, oral communication and presentation skills necessary
• Advanced organizational skills with the ability to handle multiple assignments
• Ability to collaborate cross functionally
• BA/BS, or equivalent experience required

Responsibilities

• Ownership of systems, tools and processes for maintaining, monitoring and improving quality standards
• Lead and develop a team of quality specialists
• Perform weekly qualitative and quantitative analysis of QA performance
• Collaborate with the leadership team to set quality priorities and benchmarks
• Create standards in accordance with customer expectations
• Tracking and analyzing the impact of the quality program on key business KPIs
• Running root-cause analysis to identify knowledge gaps
• Ensure external vendors maintain appropriate quality & training procedures documentation to support quality processes
• Oversee regular calibration meetings with key stakeholders

Benefits

• Flexible PTO
• Equity
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• 401K, HSA, pre-tax savings programs
• New equipment setup provided
• Diverse Family-forming benefits through Carrot Fertility
• Wellness programs