The Quality & Insights Manager is a professional of high ethical standards who will work diligently to complete their duties while keeping objectives of the business in mind. This Manager will ensure Quality initiatives and standards are implemented and upheld through collaboration on the constant assessment, development, and implementation of Quality scorecards, systems, and best practices. This position serves as an expert of Customer Solutions quality, procedures and initiatives and a liaison to partnership teams through a quality lens.
Lead a team of on-site and remote Quality & Insights Leads and Coaches, who oversee teams of Quality & Insights Analysts, spanning multiple domestic, and potentially international, geographies
Partner with stakeholders to develop and implement performance measurements to track and project performance and its impact on the customer experience
Provide ad-hoc facilitation, strategy sessions, and training on new Quality systems, scorecards, and procedures
Recruit, evaluate, and develop a team of Quality Coaches and Analysts; coordinate and execute ongoing technical training and personal development for direct reports
Continually improve reporting to best identify quality and customer interaction trends
Build processes to measure and communicate short-term and mid-term impact on effectiveness of quality initiatives as well as business KPIs
Deliver and exceed Quality KPIs
Collaboratively (with stakeholders) gather feedback to identify needs, improvements or changes to the quality programs and listening sessions
Coordinate and facilitate in-person and virtual training to ensure proper dissemination of Quality initiatives throughout all levels of the organization
Lead client-facing and internal listening sessions that showcase a high standard of customer experience
Effectively calibrate with internal stakeholders to ensure we are aligned to Quality standards
Autonomously manage day-to-day Quality operations to include personnel, internal calibrations, observations, and new training