Quality Assurance Manager

The Quality Assurance Manager will define processes that allow our client customers to experience streamlined, efficient, and effective experiences to be integrated across all support locations and functions. This person will have a strong focus on finding efficiencies, making sure systems are being used as designed, and repair as needed to empower agents so they may work at a world class level.  

This is great position for someone with a passion for customers and wants to see them have an ultimately stellar experience across different company functions. Under the direction of the Senior Vice President, Customer Success, this person will have high visibility to the entire Success organization, manage teams and projects that span globally, and have the opportunity to advance a fun, interactive product!

A strong predictor of success for the Quality Assurance Manager is the ability to influence  support departments through collection of data and information, and influence changes accordingly based on that data across international locations by focusing on the  ability to improve system efficiencies and streamline processes in support of a 24/7 support environment.

Key Accountabilities:

• Manage domestic and international QA staff for Customer Success organization focusing on agent by agent metrics, ticket by ticket analysis, and general service trending
• Respond proactively to QA data and eliminate unnecessary handling time to improve customer satisfaction by helping to create a single source of informational truth that is consistent across the whole organization
• Develop / enhance processes to build effective relationships between departments within Customer Success and Sales teams, ensuring constant improvement to the Rosetta Stone business and a streamlined face to the customer
• Provide quality concerns to contact center managers and other functional teams such as Learning Development and Content teams through aggressive and insistent measures, yet fostering a team environment.
• Define and deliver improved and enhanced Customer Satisfaction loyalty metrics
• Define and manage quality control processes

Requirements:

• 3+ years experience in CRM, Information Management, Quality, or around a contact center environment. Experience with Oracle, Parature, Salesforce.Com or similar systems.
• Experience with systems and processes.  Experience and or skills pulling data from multiple sources and analyzing discrepancies.  Experience in  a call center environment; Strong skills in process optimization, facilitation, change management, and decision driving.
• Management/Supervisory experience—working and managing internationally—particularly India. 
• High energy, collaborative nature with peers, vendors, technical staff and operations with the ability to be demanding and pushy w/o being offensive
• Expert level experience in Microsoft Office programs, especially Excel and Power point.
• Some travel (5-6 days/month) is required.