Quality Assurance Lead

4 weeks ago

Gilroy, United States Guess Full time
Job Description

POSITION TITLE: Quality Assurance Lead

POSITION PURPOSE:
The Quality Assurance Lead is responsible for overseeing and executing a customer centric, omnichannel experience through the training and development of all Customer Care Representatives. He or she must lead by example through all touchpoints in order to exceed department goals. The Quality Assurance Lead is responsible for providing performance feedback, making recommendations for process improvements, and handling more complex issues.

ESSENTIAL FUNCTIONS:
People Development: Assist all Customer Care Representatives with having a clear understanding of the department goals and metrics by continuous calibration and refresher trainings. Support all Customer Care Representatives in completing Customer Care Training per department guidelines. Participates in the training and development of all Customer Care Representatives on customer service and de-escalating best practices. Monitor, assess, and provide feedback on client engagement across all touchpoints for all Customer Care Representatives.
Customer Experience: Act as a brand ambassador by having a thorough knowledge of relevant updates, process and policy knowledge.Make excellent client engagement the top priority through all touchpoints. Assist in providing regular feedback to Customer Care leadership regarding performance trends, customer satisfaction practices, policy exceptions, and process development. Maintain a brand appropriate, professional, and elevated demeanor and dress code through all client and department interactions.
Driving Sales + Profitability: Meet or exceed Service Level Agreements and KPI's to ensure highest level of efficiency. Meet or exceed AOV, UPT, and volume goals set by the department. Assist in communicating loyalty sign-up and sales goals set by the department to all Customer Service Representatives.
Operational Effectiveness:Monitor, evaluate and analyze all touchpoints and provide feedback on performance trends to leadership to ensure compliance with department metrics and procedures. Conduct timely quality scoring feedback sessions with an emphasis on increasing revenue and reducing costs through first-contact resolution. Handle complex or difficult customer issues in a professional and exemplary manner. Conduct regularly scheduled audits to identify and address operational deficiencies, knowledge gaps, and service trend. Assist in production of all touchpoints when needed by the department

EDUCATION: High School

YEARS OF EXPERIENCE: 0-2 Years

  • Starter Material Lead

    2 months ago

    Gilroy, United States Syngenta Seeds Full time

    Job DescriptionJob DescriptionCompany DescriptionSyngenta is a global leader in agriculture; rooted in science and dedicated to bringing plant potential to life. Each of our 30,000 employees in more than 90 countries work together to solve one of humanity’s most pressing challenges: growing more food with fewer resources. A diverse workforce and an...

  • Market Segment Lead Flowers Americas

    5 days ago

    Gilroy, United States Syngenta Group Full time

    Company Description Syngenta is a global leader in agriculture; rooted in science and dedicated to bringing plant potential to life. Each of our 30,000 employees in more than 90 countries work together to solve one of humanity's most pressing challenges: growing more food with fewer resources. A diverse workforce and an inclusive workplace environment are...

  • Market Segment Lead Flowers Americas

    1 week ago

    Gilroy, United States Syngenta Seeds , Inc. Full time

    Syngenta is a global leader in agriculture; rooted in science and dedicated to bringing plant potential to life. Each of our 30,000 employees in more than 90 countries work together to solve one of humanity’s most pressing challenges: growing more food with fewer resources. A diverse workforce and an inclusive workplace environment are enablers of our...

  • Market Segment Lead Flowers Americas

    2 weeks ago

    Gilroy, United States Syngenta Group Full time

    Company Description Syngenta is a global leader in agriculture; rooted in science and dedicated to bringing plant potential to life. Each of our 30,000 employees in more than 90 countries work together to solve one of humanity's most pressing challenges: growing more food with fewer resources. A diverse workforce and an inclusive workplace environment are...

  • Market Segment Lead Flowers Americas

    1 month ago

    Gilroy, United States Syngenta Group Full time

    Company Description Syngenta is a global leader in agriculture; rooted in science and dedicated to bringing plant potential to life. Each of our 30,000 employees in more than 90 countries work together to solve one of humanity's most pressing challenges: growing more food with fewer resources. A diverse workforce and an inclusive workplace environment are...

  • Market Segment Lead Flowers Americas

    7 days ago

    Gilroy, United States Syngenta Seeds , Inc. Full time

    Syngenta is a global leader in agriculture; rooted in science and dedicated to bringing plant potential to life. Each of our 30,000 employees in more than 90 countries work together to solve one of humanitys most pressing challenges: growing more food with fewer resources. A diverse workforce and an inclusive workplace environment are enablers of our...

  • Service Manager

    3 weeks ago

    Gilroy, United States Gill Auto Group Full time

    We are seeking an experienced Service Manager to join Gilroy Chevrolet Cadillac's team. If you have previous experience and are interested in leading a growing department, apply below! BENEFITS: Paid training and development Medical, Vision and Dental Benefits 401(k) with company match Paid Holidays Employee appreciation lunches Employee bonus for...

  • Facility Manager

    5 days ago

    Gilroy, United States SOFIE Full time

    Overview The Facility Manager’s primary role is to ensure all radiopharmacy operations within their site are performing to the standards set by SOFIE. The Facility Manager should be the key driver of quality and safety for the site. Essential Duties and Responsibilities · Manage production of all radiopharmaceutical products at the facility; ensure...

  • Engineer I

    4 days ago

    Gilroy, United States SOFIE Full time

    Title | Cyclotron-Support Engineer I Department | Technical Services Reports To | Field Service Engineer Overview The Cyclotron-Support Engineer I is accountable for the safe and routine operation, maintenance, and repair of one or more particle accelerators in SOFIEs PET radiopharmacy, which manufactures PET diagnostics under 21 CFR 212 guidelines....

  • Engineer I

    3 days ago

    Gilroy, United States SOFIE Full time

    Title | Cyclotron-Support Engineer I Department | Technical Services Reports To | Field Service Engineer Overview The Cyclotron-Support Engineer I is accountable for the safe and routine operation, maintenance, and repair of one or more particle accelerators in SOFIE’s PET radiopharmacy, which manufactures PET diagnostics under 21 CFR 212...

  • Engineer I

    3 days ago

    Gilroy, United States SOFIE Full time

    Title | Cyclotron-Support Engineer I Department | Technical Services Reports To | Field Service Engineer Overview The Cyclotron-Support Engineer I is accountable for the safe and routine operation, maintenance, and repair of one or more particle accelerators in SOFIE’s PET radiopharmacy, which manufactures PET diagnostics under 21 CFR 212...

  • Medical Director

    5 days ago

    Gilroy, United States Provider Healthcare Full time

    Job Type Full TimeSchedule - DaysPay Around $260k plus BonusesEMR System - E-ClinicalWork Location All Ages; OutpatientJob ID 60310Job DescriptionA Gilroy, California based client is seeking an excellent Primary Care Physician to serve as the Medical Director for a community health center. The Medical Director will provide ongoing development and review of...

  • Medical Director

    2 weeks ago

    Gilroy, United States Provider Healthcare Full time

    Job Type Full Time Schedule - Days Pay Around $260k plus Bonuses EMR System - E-Clinical Work Location All Ages; Outpatient Job ID 60310 Job Description A Gilroy, California based client is seeking an excellent Primary Care Physician to serve as the Medical Director for a community health center. The Medical Director will provide ongoing development and...

  • Sales Associates

    3 days ago

    Gilroy, United States Salvation Army Full time

    SALES ASSOCIATE/MATERIAL HANDLER, GILROY CALIFORNIAHOURLY: $16.00ABOUT THE ARCThe Salvation Army (TSA) Adult Rehabilitation Center (ARC) is a no-fee program to assist men & women in their journey to complete our rehabilitation program. We are grateful for the contributions our valued employees make toward the maintenance and effectiveness of the programs....

  • Sales Assoc/Material Handler

    5 days ago

    Gilroy, United States Salvationarmytucson Full time

    ** Sales Assoc/Material Handler - Gilroy San Jose** **Job Category****:** Thrift Stores - all positions **Requisition Number****:** SALES01407 Showing 1 location **Job Details** **Description** QUALIFICATIONS * High School graduate or equivalent * Must be able to operate POS/Cash Register * Must pass background check, which will include Criminal History and...

  • Certified Nursing Assistant

    5 days ago

    Gilroy, United States Sevita Full time

    NeuroRestorative, a member of the Sevita family, provides rehabilitation services for people of all ages with brain, spinal cord and medically complex injuries, illnesses and other challenges. In a variety of locations and community-based settings, we offer a range of programs, including vocational and therapy programs, day treatments, and specialized...

  • Senior Intern, bizzNEST Web Development

    4 days ago

    Gilroy, United States Digital NEST Full time

    Temporary, Part-time: 20-25 hours per week Pay Rate: $20/hour, non-exempt Reports to: Lead Developer Location(s): In-person at one of the five Digital NEST Centers: Watsonville, Salinas, Gilroy, or Stockton. This position is not eligible to work remotely. Age requirements: Internship positions are reserved for young adults ages 18 - 24 years of age. The job...

  • Facility Manager

    5 days ago

    Gilroy, CA, United States SOFIE Full time

    Overview The Facility Manager’s primary role is to ensure all radiopharmacy operations within their site are performing to the standards set by SOFIE. The Facility Manager should be the key driver of quality and safety for the site. Essential Duties and Responsibilities · Manage production of all radiopharmaceutical products at the facility; ensure...

  • Assistant Manager

    5 days ago

    Gilroy, United States Eden Housing Full time

    Job DescriptionJob Description: Job Title: Assistant Manager Actively supports Eden’s mission of creating and sustaining high-quality affordable housing communities that advance equity and opportunity for all. POSITION SUMMARY Within established management operating and fiscal policy, the Assistant Manager assists the Community Manager in managing the...

  • Sales Associate/Material Handler

    4 days ago

    Gilroy, United States The Salvation Army Part time

    Sales Associate/Material Handler - RetailABOUT THE ARCThe Salvation Army (TSA) Adult Rehabilitation Center (ARC) is a no-fee program to assist men & women in their journey to complete our rehabilitation program.  We are grateful for the contributions our valued employees make toward the maintenance and effectiveness of the programs.  The organization is...