Quality Assurance Manager, Contact Center

What You’ll Be Doing: 

As we strive for consistent and high-quality work from our Customer Operations team, the Quality Assurance Manager will play a pivotal role in centralizing quality assurance across the organization. This role is essential for ensuring uniform service quality, driving continuous improvement, and maintaining high compliance standards, ultimately leading to enhanced customer satisfaction and operational efficiency. You will be a part of a remote-friendly team, reporting directly to our Manager of Enablement, and will work collaboratively with managers across the Customer Operations department. Your responsibilities will include: 

• Create our Quality Assurance Program: Create and implement our service quality across the team, providing a consistent and exceptional customer experience.
• Drive Improvement: Identify areas for improvement in processes and individual performance, contributing to ongoing development in customer service excellence.
• Enhance Customer Satisfaction: Own CSAT scores, analyze feedback, and drive improvements in both representative performance and product offerings.
• Ensure Compliance: Ensure all customer interactions comply with regulatory requirements and company policies, mitigating legal risks.
• Leverage Data: Provide valuable insights to inform strategic decisions and tailor training programs for enhanced department performance.
• Optimize AI Responses: Regularly review and optimize AI-supported customer interactions to align with company standards and customer expectations.

Salary range: $107,857 - $140,000

You’ll Be a Good Fit If: 

• Proven Leadership in QA Management: 3-5 years of successfully leading quality assurance initiatives in customer operations, ensuring exceptional service quality and compliance (healthcare tech industry experience is a plus!)
• Advanced Analytical Skills: Strong ability to analyze complex data and customer feedback, turning insights into impactful improvements that enhance customer satisfaction.
• Process Improvement Expertise: Demonstrated success in driving process enhancements that significantly boost individual and team performance within a customer service environment.
• Commitment to Compliance Excellence: In-depth understanding of regulatory requirements, consistently maintaining high compliance standards and effectively mitigating legal risks.
• Proficiency in AI and Technology: Skilled in optimizing AI-driven customer interactions, ensuring alignment with company standards and delivering an enhanced customer experience.

If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.