Manager Quality and Assurance

Profile

The Role:

The QA Manager is responsible for building, developing, and leading the quality assurance team along with all corresponding processes. This role is the subject matter authority and main point of contact responsible for full understanding of industry regulations and internal Ovation compliance requirements. Individual and their team will analyze agent interactions with customers to identify best practices and development opportunities, via Contact Center’s training/quality control process. The QA Manger facilitates QA guidelines, calibration sessions with division Managers and Directors as well as Trainers to adjust QA processes and/or evaluation criteria as needed and communicate opportunities for improvement and implementation.

Primary Responsibilities:

Quality Control:

Develop Quality Control programs to ensure 100% TCPA compliance. Develop Quality training and development programs to achieve agent KPIs. Perform Quality Control assessments for phone, email, and chat transactions. Compile and report QC results to the agents and managers. Work directly with Sr. Manager of QA and Training to implement process findings and mitigate decrease in agent performance. Run Quality Control calibrations with QA Team and Department Managers to constantly focus attention on the evaluation criteria and process. Serve as a subject matter expert on agent’s quality and performance for Management and Team Leads. Conduct mentoring through the delivery of effective feedback to drive desired performance and behaviors. Finds trends, identifies significant events, and compares results among QA data. This individual must be able to compile and analyze customer data.

Training:

Train all new hires on Ovation’s Quality and Assurance processes. Continuing Education‐Facilitate continuing education classes, based on need and subject matter for all current employees and managers. On the Job Training‐Assist in facilitating OJT training for agents. Act as a Training/QC Department liaison in the Manager Team Meetings. Assist in crafting training modules and content for Quality and Assurance to provide to new hires and current agents/managers. Mentor and develop QA Team to meet specific performance goals, quotas, and deadlines for customer satisfaction and efficiency.

Escalations:

Troubleshoot agent and/or manager questions and all raised customer issues as a member of the QA Team.

Customer Satisfaction:

Analyze data for trends, identify significant events, compare and contrast results from surveys and other complaint/customer data. Link findings with survey results. Ad hoc reporting and projects associated with Customer Satisfaction.

Other Duties

Assist with reporting and projects associated with QA and Training. Be available to assist in answering emails or live chats.

Required Experience/ Education:

Previous Quality and Assurance Manager experience preferred

College education or equivalent work experience

4-6 years contact center experience preferred

Experience developing, implementing, and reporting on new QA and Training processes required

Knowledge / Skills / Abilities:

Aptitude for math and basic statistics knowledge of contact center operations

Ability to learn and use various software applications

Strong knowledge of all Microsoft Office applications, and particularly Excel and PowerPoint

Knowledge of Five9, Verint, Salesforce preferred

Demonstrated decision making skills, excellent verbal, and written communication skills in order to share context to QA team so they have a firm understanding of department strategies and goals

Ability to effectively interact with multiple levels of the organization

Must be able to work independently

Must possess very strong organizational and time management skills

Must be detail oriented

Must be able to work well under deadlines

Must have the ability to prioritize tasks effectively

Must possess good work ethics and integrity

What else you should know:

We’re a publicly traded company (TREE) who has welcomed several other companies into the LendingTree family to augment our efforts at helping borrowers make their most sensible financial choices. We’ve built a LendingTree app and LendingTree dashboard to give consumers tools to manage and monitor their financial health all while still making funny commercials.

LendingTree is the kind of company that not only promotes diversity and inclusion; we thrive because of these values. We do not discriminate based on race, color, religion (or creed), gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.

Compensation and benefits

We offer a competitive base salary

Our office hours are 8am-9pm, Monday-Friday and 10am-4pm on Saturday

Benefits eligibility with Ovation Credit Services by LendingTree begins on Day 1

and includes medical, dental, vision, life insurance, 401k, equity grants and free credit repair.

Company info

LendingTree, LLC
Website : http://www.lendingtree.com