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Quality Assurance Manager

3 months ago

Fort Lauderdale, United States Insite Managed Solutions Full time
Job DescriptionJob Description

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Equal Opportunity Employer M/F/D/V

Job Type: Full-time, in-office, 1510 SE 17th St 4th floor, Fort Lauderdale, Florida 33316

Travel: Up to 75%

Benefits: 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more) eligibility within 1 month of start date

POSITION OBJECTIVE

The Quality Assurance Manager (QA Manager) is responsible for driving superior quality performance in our Center of Excellence by ensuring that every customer interaction is exceptional, and our Guest Support Specialists are equipped to meet or exceed customer expectations. This role will focus on developing and implementing effective quality assurance processes, monitoring and analyzing performance metrics, and providing coaching and training to improve the specialist’s skills and knowledge. By achieving these objectives, the QA Manager will play a critical role in driving business growth, increasing client satisfaction, and enhancing the overall reputation of our Center of Excellence.

CRITICAL SUCCESS BEHAVIORS

  • Understands the contact center environment and the key levers to pull to enhance performance and achieve client and organizational targets
  • Experience developing and maintaining quality metrics and monitoring performance
  • Results-oriented mindset with a focus on driving continuous improvement and achieving operational excellence
  • Proficiency in providing clear and concise feedback to ensure alignment
  • Excellent analytical, problem-solving, and decision-making skills

QUALIFICATIONS

The ideal candidate must possess:

  • 5+ years of call center/BPO experience
  • Strong Microsoft Office product proficiency (PowerPoint, Excel, Visio: experience using pivot tables, formulas, etc.)
  • Experience presenting ideas and facilitating dialogue with senior executives to support business decisions
  • Strong analytical and communication skills
  • Ability to work Monday-Friday 8:30 am-5:30 pm

The ideal candidate would typically have:

  • Experience and/or qualified in Lean/Six Sigma or different process improvement methodologies
  • Knowledge of the cruise line industry