Quality Assurance Manager, Client Experience

The Quality Assurance Manager oversees and supervises the day-to-day operations of our global quality program. 

This position requires excellent Customer Service skills and a sincere interest in driving key quality initiatives that drive a best-in-class customer experience. The key functions of this role are to maintain a robust quality program that ensures our customer-facing teams are adhering to internal quality standards, company policies and individual customer requirements.  Additionally, this person will be responsible for error trend and speech and text analysis and working cross-functionally within our organization to  propose immediate action plans for agent quality improvement

What You’ll Do:

• Track, maintain and report individual agent and team Quality metrics, including identifying trends across the global organization 
• Analyze and action Quality data to consistently improve the quality of our agent support 
• Maintain Genesys AQM system settings to ensure we are leveraging functions that drive an excellent agent and customer experience
• Create, manage and maintain Quality dashboard that provides visibility of agent performance and quality trends across the organization 
• Create global consistency among managers by hosting regular Manager and agent quality calibration sessions 
• Regularly meet with cross-functional leaders to create and regularly update QA forms and processes to best support our individual customer needs 
• Partner with L&D to create innovative agent learning programs while actively monitoring the success of these initiatives
• Partner with Ops to create better agent tooling or process documentation opportunities based on quality outcomes.
• Provide a monthly quality read-out for the GO&S Leadership team
• Build a leadership quality program ensuring leadership buy-in and quality KPIs are understood.

What We’re Looking For:

• Minimum 5 years of call center quality management experience
• Minimum 3 years of travel industry experience
• Demonstrated experience working in Quality Management Systems
• Demonstrated experience in speech and text analytics
• Strong analytical skills with the ability to work with data and develop key insights 
• Excellent oral and written communication skills with the ability to effectively communicate and collaborate with every level of the organization
• Ability to prioritize tasks and initiatives in a fast-paced, ever-changing environment
• Ability to work independently and effectively as part of a team
• Highly results-oriented and can deliver on executional excellence