The Director of Quality Assurance will provide oversight and direction for the quality function in a contact center operation, managing a team of Quality Assurance Specialist that provide service feedback, track service metrics, analyze performance and, ensures compliance with program(s) and company polices. Responsible to design and maintain the quality assurance evaluation program to align with performance measures for both individual and group productivity. Sets and manages a comprehensive quality assurance strategy for operational teams. This strategy will ensure quality standards and performance expectations are understood and achieved while serving business interest. By working directly with Contact Center leadership, this will be accomplished through monitoring telephone calls/online chats, assessing agent performance, identifying trends, and designing tools to address process improvement opportunities. This position will strive for a continuously improving environment that enhances client/customer satisfaction, increases revenue generation, and maximizes productivity.

What is a day in the life at Flagship as a Director, Quality Assurance?

• Collect and analyze qualitative and quantitative data to support defined quality standards and identify additional performance metrics to improve client/customer experience and agent productivity. Set and monitor metrics across each agent-to-client/customer interaction channel, (i.e., telephone and online chat/email, etc.) Document quality issues and performance measures for management review. Provide information to assist in the feedback and training process of agents. Partner with the Training team to develop tools and training materials, as needed. Coordinate and facilitate quality training sessions with agents to align company goals-both one-on-one and in group settings.
• Provides tactical and strategic support to the business leaders by recommending HR objectives that promote a higher level of morale, increases associate engagement, fosters associate retention, and drives productivity consistent with growth and profit objectives
• Assists with the development and maintenance of the quality plan for contact center operations, including service and data capture quality standards, quality scorecards and ratings, monitoring, coaching, performance metric assessment, and continual improvement actions
  
• Ensures team standards for the contact center are achieved and initiates improvement actions when necessary
  
• Provides strategic management to a team of Quality Assurance Specialist by establishing roles, directing resource task allocation, work standards, performance objectives, and enforcement through regular oversight
  
• Facilitates calibration activities, works collaboratively with departmental managers, supervisors, and agents, to ensure consistency in quality service requirements.
  
• Analyzes performance trends, identify mitigation steps as needed and takes proactive steps to prevent service shortcomings
  
• Develops, maintains. and manages execution of program Standard Operating Procedures (SOPs) related to Data, Service quality, policies, and procedures
  
• Reports performance information through formal and informal reports. Directs Quality Specialist on producing performance analyzes and reviews
  
• Adheres to and ensures staff is following company policies to include timesheet compliance, goal review/performance and mandatory training
  
• Manages workload assignment and participates in special projects as required
  
• Oversees the day-to-day functions of the Quality Assurance (QA) department
• Meets with the Operational Management team regularly to provide feedback on quality performance, trends, and focus areas
• Coaches and provides ongoing support to team of Quality Specialist direct reports

About you:

• Required: High School Diploma or Equivalent
  
• Preferred: Bachelor’s degree, or equivalent work experience
  
• Required: Minimum of three (3) years management experience and skills in providing oversight of in-office and remote staff in a multi-tiered department structure
  
• Preferred: 5-7 years of related experience in contact center training or quality assurance, operations and/or customer service
  
• Comprehensive knowledge of contact center quality assurance, and continuous improvement concepts, procedures, and processes
  
• Demonstrated organizational, teamwork, and customer service skills.
  
• Effective oral and written communication skills, to include presentation skills with senior level personnel.
  
• Experience in drafting and maintaining SOPs and/or process manuals for a quality organization
  
• Experience with the quality calibration process, to include management and facilitation of work sessions.
  
• Preferred: Proven track record of analytical skills and/or experience in quality assurance
• Required: Strong knowledge and experience with Microsoft Office (Outlook, Word, Excel, PowerPoint)
  
• Preferred: Familiar with contact center technology, including call recording and speech analytics

If you’re interested in partnering with a certified Great Place to Work company that encourages you to be your best, visit www.FlagshipCredit.com/Careers for a complete list of career opportunities and information on our company.