Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Manager - Quality Assurance is responsible for the daily supervision and management of a team of Quality Assurance Representatives (QAR). The Manager's primary role is that of coach and teacher to ensure that the QAR's meet or exceed the standards set forth by Everise and the client.
Job Requirements:
• Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards
• Work with supervisors and management to ensure that all associates are meeting quality standards
• Provide training as needed to both new hires and experienced associates
• Attend and contribute to both internal and client calibration sessions
• Carry out reward and recognition programs as outlined by Everise and the client
• Remain knowledgeable on project information by keeping training manual and memos updated
• Track trends and make recommendations for refresher and/or up- training to the trainer(s)
• Any other duties and responsibilities assigned by management of the company
• Interview and train QA team
• Provide coaching and support to QARs
• Coordinate quality results with other states
• Develop bridge-building programs with Operations team
Qualifications:
• High school diploma or equivalent required. Some college preferred.
• 7–10 years of progressive experience in Quality Assurance or Customer Experience within contact centers
• REQUIRED: 3–5 years in a QA leadership role (managing QA supervisors, analysts, or large audit teams)
• REQUIRED: Minimum 2 years of healthcare industry experience with demonstrated knowledge of HIPAA compliance and healthcare customer service standards.
• Proven track record of delivering QA insights in client-facing environments (MBR/QBR/WBR presentations)
• Experience managing QA for large headcount programs (500+ agents) preferred
• Proficiency in Microsoft Office applications, especially MS Word and Excel
• Excellent oral and written communication skills
• Detailed-oriented
• Analytical skills
• Exceptional motivational and interpersonal skills
• Able to work independently
• Flexible Schedule
• Dependability regarding completion of assignments and attendance
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness
