Quality Manager

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What you'll do/own:

• Ownership of systems, tools and processes for maintaining, monitoring and improving quality standards 
• Lead and develop a team of quality specialists
• Perform weekly qualitative and quantitative analysis of QA performance
• Collaborate with the leadership team to set quality priorities and benchmarks
• Create standards in accordance with customer expectations 
• Tracking and analyzing the impact of the quality program on key business KPIs
• Running root-cause analysis to identify knowledge gaps 
• Ensure external vendors maintain appropriate quality & training procedures documentation to support quality processes
• Oversee regular calibration meetings with key stakeholders

A little more about you:

• 2+ years experience in a quality role in a contact center environment 
• 1+ year of direct management experience preferred 
• Experience using QA software (MaestroQA a plus)
• Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast-paced environment
• Effective written, oral communication and presentation skills necessary
• Advanced organizational skills with the ability to handle multiple assignments
• Ability to collaborate cross functionally
• BA/BS, or equivalent experience required

What we can offer:

• Flexible PTO
• Equity
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• 401K, HSA, pre-tax savings programs
• New equipment setup provided
• Diverse Family-forming benefits through Carrot Fertility
• Wellness programs
• Tenure recognition