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Quality Management Lead for Customer Service

2 months ago

Iowa City, Iowa, United States A. O. Smith Corporation Full time
A. O. Smith Corporation - Technical Support Quality Assurance Leadership

A. O. Smith Corporation stands at the forefront of innovative solutions and energy-efficient technologies in the water heating and boiler industry. With a global presence, the company is committed to delivering exceptional products for both residential and commercial sectors.

Position Overview:
  • Oversee the quality assurance program for technical support within the North American Water Heater division.
  • Establish a strategic framework to promote quality management directives with a defined mission and vision.
  • Standardize the quality of customer interactions and enhance technical support workflows.
  • Drive enhancements in agent support and performance.
Qualifications:
  • Bachelor's Degree in Business Management or a related discipline.
  • 2-3 years of experience in a supervisory or leadership role.
  • At least 5 years of relevant professional experience.
  • Excellent written and verbal communication skills, along with strong presentation abilities.
  • Proven experience in people-oriented management.
  • Familiarity with General Database software, order processing systems, Excel, and Microsoft Word.
Compensation and Benefits:

This role provides a competitive salary and a comprehensive benefits package, which includes medical and dental coverage, a retirement savings plan, disability programs, and educational assistance.