QA Team Lead and Customer Experience Strategist
3 weeks ago
At Promo Builder LLC, we are seeking a Customer Experience Quality Assurance Strategist to lead our Quality Assurance team and directly support the Customer Experience strategy. As a key member of our team, you will be responsible for developing and implementing a robust and comprehensive Quality Assurance program that can be scaled with the department's growth.
You will identify and rollout Quality Assurance best practices that enhance service to our customers, identify and promote efficiencies, and reduce wasteful spending. You will also create a plan for maintaining standards in the quality assurance program, and find a way to measure it.
Key Responsibilities:
- Develop, implement, and manage a robust and comprehensive Quality Assurance program which can be scaled with the department's growth;
- Identify and rollout Quality Assurance best practices which help enhance service to our customers, identify and promote efficiencies, and reduce wasteful spending;
- Create a plan for maintaining standards in the quality assurance program, and find a way to measure it;
- Identify key performance indicators (KPIs), and use those numbers to guide our efforts;
- Coordinate quality initiatives that may affect various teams and lines of business;
- Coordinate employee and team satisfaction surveys and follow-up, for internal entities and related to quality activities;
- Define how a Customer Experience Specialists' performance will be measured in the department's on-boarding and continued training;
- Create and manage a remediation plan for specialists who consistently fail to make improvements based on feedback;
- Foster a culture of continuous improvement by incorporating peer-to-peer evaluation and self-evaluation of calls, emails, and live chat within the department;
- Develop dashboards and scorecards to track progression both at a department and specialist level;
- Compile weekly Customer Experience Quality metrics and develop product and business recommendations with supporting data;
- Well versed in quality assurance and improvement philosophies and techniques.
Estimated Salary Range: $92,000 - $112,000 per year, depending on experience.
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