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Manager, Quality Assurance in Nashville, TN at Terminix

Date Posted: 11/6/2020

Job Snapshot

Job Description

Position Overview

Provides overall support to internal and external customers in the execution of the quality audit process while building a world class Quality Assurance program and managing customer expectations through communication and education.  Responsible for leading and developing a team of Quality Analysts. Uses a professional approach to be partnering with key stakeholders and teams across different departments including operations, training, outsourcing partners, and field partners to establish quality standards and processes. Recommend, own, and drive performance improvement areas across all campaigns within the Customer Success Team, including Customer Service, Inside Sales, Collections, Omnichannel communications, etc. This is a proactive role which requires good judgement based on facts and is responsible for coordinating, implementing, and maintaining protocols and service standards.  Understands operations performance management, and Quality systems for sharing of best practices and minimizing opportunities.

Job Responsibilities

  • Identifies opportunities and implements new methods and tools to improve accuracy, efficiency, and productivity.
  • Monitor, report, and analyze quality and customer satisfaction survey metrics, deep dive and identify trends and root causes.
  • Works closely with management to ensure all reasonable measures are taken to improve associate results.
  • Provides direction and support to ensure the execution of the quality program meets goals and objectives.
  • Works closely with Customer Success leadership to ensure development of low performing associates.
  • Results and data oriented with a bias for action, taking responsibility and ownership.
  • Partners with Customer Success leadership and Training teams to assist with development and management of accountability protocols.
  • Practices flexibility and understanding in situations that might arise needing immediate attention to address performance including communication, integrity of data, or other performance issues.
  • Experience in building Call/Contact Center Quality Assurance programs from the ground up and business improvement methodologies
  • Monitors and assists Customer Success Leadership with support in the investigation and resolution of service issues.
  • Assess and validates audits performed by Quality Analysts.
  • Maintains collaborative, trusting and productive working relationships with both Customer Success and Branch leadership.   
  • Partners with Training team to develop and deliver new processes or identify refresher course needed.

Job Requirements

  • Bachelor’s degree or 2 + years in a customer service Quality Assurance manager position and 5 + years in a call center operations environment or combination of education and experience
  • Operations management experience in a service business with leadership responsibility of varying functions and scope is preferred
  • Demonstrated ability to deal with conflict and work with others to accomplish projects within defined parameters
  • Ability to take the lead in making recommendations and follow-up to ensure that all necessary steps are taken
  • Demonstrated leadership skills with a proven track record in hiring, developing and retaining high performing talent and successful record of managing and building teams of 10+ employees
  • Strong analytical, data analysis, leadership and strategic approach
  • Skill in organization and time management
  • Skill in written and verbal communications
  • Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
  • Ability to use expertise to influence action
  • Six Sigma certification preferred

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

  • Move up to 50 pounds of force required and/or more occasionally; by lifting, carrying, pushing, pulling, or otherwise repositioning objects.  
  • Standing for long periods of time while performing duties as required.
  • Bending legs and spine downward and forward to crouch or squat on daily basis.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Use legs and/or hand ascending ladder up to 20 feet, in a manner that is required for ordinary locomotion.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
  • Use electrically and/or manually hand tools for securing objects to surfaces.

Incumbent is required to have: 

  • Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.
  • Outside working conditions: Extreme heat and humidity.

ServiceMaster companies are proud to be EOE.