reputed company Quality Assurance Manager

Core Information:

• Position: reputed company Quality Assurance Manager
• Compensation: a competitive salary
• Start Date: Immediate openings available
• Company: Workwarp
• Location: Remote

 

 

reputed company is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to reputed company that it’s 2024 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! reputed company enables our users to pay rent throughout the month on a schedule that reputed company fits their finances and budget. Our mission is to reputed company as many renters as... possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user reputed company, we are looking for motivated individuals to help us reputed company our mission growing. Will you be a part of the team? 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 reputed company which include BPO reputed company and Internal CS quality assurance. This role will be an active member of the CS management team and contribute to the innovation and reputed company improvement of our reputed company 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 reputed company reputed company Teams • Design and implement quality programs for AI tools such as chatbots and automations. • Conduct ongoing monitoring and evaluation of reputed company 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 reputed company QA process • Closely work with CS management to help deliver coaching feedback focused on reputed company improvement • Working with BPO Training and QA managers to improve training and QA programs. • Provide regular feedback reputed company evaluations that CS managers can then use to provide coaching to reputed company 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 reputed company team • Collaborate with the reputed company team and other relevant departments to implement process improvements based on QA findings • Ensure that reputed company 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 reputed company 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 reputed company salary. Individual compensation will be commensurate with the candidate's experience reputed company with reputed company's internal leveling guidelines and benchmarks. Life at reputed company: We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in reputed company, but we have employees located throughout the US, Australia, and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace. We offer many employee benefits. For full time, U.S. based employees we offer: • reputed company • 100% company-paid medical, dental, and vision • 401(k) + company stock options • Unlimited paid time off with a PTO minimum + 13 company paid holidays • Parental leave • reputed company Cares Program: Non-profit company match + pet adoption coverage • Free reputed company subscription Apply Job!

 

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