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QA Manager

4 weeks ago

Buffalo, New York, United States Aither Health Full time
Job Title: QA Manager

At Aither Health, we are seeking a highly skilled QA Manager to join our team. As a QA Manager, you will be responsible for developing and managing call quality standards, maintaining our advocate/analyst system, and ensuring that all customer interactions meet established performance guidelines and comply with industry standards and company policies.

Key Responsibilities:
  • Develop and implement a comprehensive QA strategy to ensure consistent evaluation and improvement of call center performance.
  • Design and update QA metrics, scorecards, and evaluation tools to ensure consistency in call monitoring and feedback.
  • Ensure all advocates adhere to compliance standards, customer service policies, and best practices.
  • Conduct regular audits of customer interactions, including live and recorded calls, chat transcripts, and email correspondence.
  • Analyze QA data and performance trends to identify areas for improvement and work with operations and training teams to implement corrective actions.
  • Recommend and implement process changes to improve overall customer experience and operational efficiency.
  • Collaborate with the training department to provide continuous learning opportunities for call center staff based on QA findings.
  • Provide regular, actionable feedback to advocate manager and representatives to improve call quality and customer satisfaction.
  • Maintain Aither Advocates/Analyst system ahub 2.0.
  • Prepare and present regular reports on QA performance, including call quality scores, trends, and improvement initiatives.
  • Assist advocates with questions and take escalations as needed.
Requirements:
  • Industry-related training and QA experience.
  • Strong technical skills to ensure system configurations, updates, and troubleshooting are performed accurately and efficiently, maintaining optimal system performance for business operations.
  • Experience with lots and lots of phone calls, coming in and going out.
  • Talent for communicating clearly. When you say it, people get it.
  • Problem-solving skills.
  • Ability to learn new things quickly.
  • PC and Windows experience.
  • Ability to collect data and draw valid conclusions.
  • Talent for ensuring that nothing falls through the cracks on your watch.
  • Ability to prioritize.
  • A precise attention to detail.
  • The attitude that anything worth doing is worth doing right - Every. Single. Time.
  • Ability to maintain confidentiality.
  • The motivation to learn and constantly improve processes.
  • High School Diploma or GED.
  • Mindset of a team-player - you'll be ready to jump in and help on any Aither task.
Preferred Qualifications:
  • Associates Degree and/or Bachelors Degree.
  • Experience in teaching or as a trainer.
  • Benefits Administration Experience.
  • Experience preparing documentation.

Compensation Range: $60,000-$70,000 annually.