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Quality Assurance Manager

The Quality Assurance Manager will report directly to the Chief Revenue Officer.  The Quality Assurance Manager is responsible for leading and supervising the quality assurance team while also assessing the overall quality of performance within 1-800 Accountant's Sales Development and Inside Sales departments.

The Quality Assurance Manager will monitor inbound and outbound call responses to assess representative's demeanor, technical accuracy, customer service performance, and overall conformity to our company policies and procedures. This individual will assist in implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall 1-800 Accountant customer experience.

Job Role Functions

  • Supervise quality assurance team, while working closely with sales management and existing sales support teams to ensure full compliance.
  • Participates in the execution of call monitoring formats and  exceptional quality standards.
  • Assess and provide trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Provides feedback to call center team leaders and managers clearly, and ethically.
  • Perform other supervisor duties as assigned.

Knowledge, Skill Set & Required Qualifications

  • Experience with Google Docs and Sheets is required.
  • 2-3 years of Call Center Experience required (minimum)
  • Bi-lingual is  plus
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be self-motivator and self-starter
  • Strong focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively interact with people at all levels inside of the company;
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Microsoft Office experience (Word, Excel, etc.)

The position is Full Time with a comprehensive benefit package including health, dental, vision, 401(k), PTO and more.  We look forward to hearing from you soon!

Job Type: Full-time

Salary: $50K - $60k annually

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