Remote Manager of Quality and Service Excellence

Summary

Join our team at FreedomCare as we innovate and revolutionize home care delivery. We're seeking a Manager of Quality & Service Excellence to support our customer service professionals in delivering quality service to customers.

Requirements

• 3-5+ years of quality assurance or process improvement work within a contact center environment
• Work in a remote environment a plus
• Six sigma experience and certification preferred
• Proven success working with both onshore and offshore resources
• Experience leading process improvements strongly preferred
• Strong written communication skills: you can concisely summarize data and insights, tell a story, and present recommendations
• Comfortable analyzing data using Excel/Google Sheets to build reports, charts, graphs to present performance data, understand trends, and show opportunities for improvement
• Experience with quality assurance tech solutions
• Passion for driving customer service excellence
• Proven organizational, communication, and informal leadership skills

Responsibilities

• Run point and partner with both a team of offshore resources and our CX leadership team to conduct quality and process improvement functions
• Be a thoughtful partner in the design & implementation of a quality strategy that is hyper compliant and drives an excellent member experience
• Personally execute audits to ensure quality & consistency across all teams and resources
• Generate reports analyzing trends and insights from quality data
• Share recommendations & process improvements that will reduce defects and improve CX
• Partner cross-functionally to gather coaching feedback/insights from other departments and functions to maximize operational efficiency and service
• Work ad hoc projects for quality assurance and training as needed
• Refine and develop knowledge management resources to ensure accuracy and clarity
• Communicate process updates/workflows to the CX and Learning departments
• Partner with product development team to improve tool and process as needed
• Scale our quality approach through technology and/or process improvements (e.g., AI partnership implementation and evolution)

Benefits

• Competitive compensation
• Medical benefits
• Retirement plans
• Wellness programs
• Fun company events
• Ongoing learning opportunities to grow your career