Customer Success Quality Assurance Manager

Job Summary:

As a Customer Support QA Manager, you will be responsible for overseeing and improving the quality of our customer support services. Your main goal will be to ensure that every customer interaction is in line with our company’s standards for excellence, helping to foster customer satisfaction and loyalty. You will own the end to end QA program at Flex which include BPO oversight and Internal CS quality assurance. This role will be an active member of the CS management team and contribute to the innovation and continuous improvement of our Customer Success function.  

Key Responsibilities:

• Review, update, and manage a comprehensive quality assurance program for customer support interactions, including email, chat, chatbot, phone, and any other communication channels.
• Manage quality for internal Flex Customer Success Teams
• Design and implement quality programs for AI tools such as chatbots and automations.
• Conduct ongoing monitoring and evaluation of customer success interactions to assess performance against established quality standards and KPIs
• Maintain a dynamic set of QA rubrics to measure performance
• Use AI QA software to review interactions, identify sentiment and quality issue and take corrective action via QA process
• Closely work with CS management to help deliver coaching feedback focused on continuous improvement
• Working with BPO Training and QA managers to improve training and QA programs.
• Provide regular feedback via evaluations that CS managers can then use to provide coaching to customer success representatives, thereby improving agent performance, communication skills, and adherence to company policies and procedures
• Analyze QA data to identify trends, areas for improvement, and training needs. Provide insights and recommendations for process enhancements
• Generate regular reports on quality assurance results and share findings with management and the customer success team
• Collaborate with the customer success team and other relevant departments to implement process improvements based on QA findings
• Ensure that customer success representatives adhere to regulatory requirements, company policies, and industry best practices
• Monitor and analyze customer feedback, complaints, and survey data to identify opportunities for improving customer satisfaction and service quality

Qualifications:

• Proven experience in quality assurance or quality control, with a focus on customer support interactions
• 3+ years of experience working as part of a high volume B2C Customer Support Management team
• Strong analytical and problem-solving skills
• Excellent communication and coaching skills
• Knowledge of customer success best practices, industry standards, and regulations
• Proficiency in using quality assurance and monitoring tools and coaching platforms
• Ability to work collaboratively with cross-functional teams
• Strong attention to detail and a commitment to maintaining high-quality standards
• Previous management or leadership experience is a plus

The national pay range for this role is $85,000-$105,000 in base salary. Individual compensation will be commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks.