Quality Assurance Program Manager in Atlanta, GA at CareerBuilder

Date Posted: 4/27/2018

Job Snapshot

Job Description

US - CareerBuilder

 

 

The goal of the Quality Team is to partner and consult with the business teams that it supports to deliver actionable feedback and performance analysis for the purposes of coaching and quality.  They are responsible for the installation and maintenance of Quality programs and processes.  This includes but is not limited to Voice Quality Programs, Software Configuration Audits, Website Audits, Process Audits and Report Auditing. 

The responsibility of the Quality Program Manager is divided into these 3 main areas:

Evaluate the performance of agents using established quality standards

  1. Working with our off-shore vendor, ensure service level goals and behavior evaluations are in line with our world class service expectations of the customer’s experience
  2. Provide / alert our business partners on performance analysis including behavioral trends and recommendations when quality standards need to be adjusted
  3. Provide / alert our business partners on performance analysis including behavioral trends and recommendations when quality standards need to be adjusted

Major Responsibilities / Activities

  • Consult and partner with leaders of business teams to design and implement the right quality assurance programs and metrics to drive customer satisfaction, loyalty and consistency in experience
  • Work with managers to identify behaviors that are beneficial for employees to exhibit during their phone/email interactions with clients
  • Conduct quality calibrations with vendor and key business stakeholders to ensure that everybody is in agreement when it comes to interpreting standards
  • Ensure the integrity of the quality process, including coordinating with offshore team and delivering a trustworthy monitoring process that meets or exceeds the needs of the business groups we support
  • Investigate employee disputes when they arise by reviewing and providing recommendations to our internal business partners
  • Identify necessary enhancements for current quality programs
  • Monitor and report on trending in quality metrics
  • Identify and acknowledge when deficiencies exist with the metrics (i.e., when metrics don’t effectively measure the intended task this person is responsible for bringing “clarity” to the table) and assist with solutions
  • Function as the subject matter expert when it comes to quality related metrics - definitions and calculations
  • Represent the Quality Team as a neutral, third party metric measurement group to our internal business partners

Job Requirements:

  • Bachelor’s Degree or related work experience
  • Proficiency in Excel
  • Excellent organization and attention to detail skills
  • Effective communication and interaction skills
  • Effective time management skills

 

Nice to have, but not required

  • 2 years’ experience in a Quality Assurance and/or Performance Analytics role
  • Experience in performance and data analytics
  • Call monitoring experience
  • Experience creating and analyzing dashboards
  • Experience working with remote / off-shore teams

 


 

 

Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA!  No strings attached!  
  • $400 Annual Reimbursement for Wellness Activities, including your gym membership!  
  • 401(k) Program with Strong Employer Match and 2 year vesting schedule!  

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

 

TSR ID: 000434