Manager of Quality Assurance

Education At Work (E@W) enables students from traditionally underserved communities to secure a high-quality post-graduation job through evidence informed work-based learning programs. E@W aims to equip students with the high-value skills and experiences sought in the professional world by offering meaningful work opportunities. 

If you love the pursuit of excellence and are inspired by empowering a student-centered culture to fulfill the E@W mission, we invite you to learn more. We offer unique opportunities to work on rewarding projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work.

Job Summary

As the Quality Manager, you will ensure customer satisfaction and maintain high-quality performance delivery for large contact center teams. In this leadership role, you will establish quality assurance standards governing customer interactions and implement monitoring and coaching programs. The Quality Manager must be able to identify opportunities for continual improvement, analyze trends, and make data-driven recommendations to sustain overall account capability. This role requires adherence to the company’s quality management system and ISO standards. You will be responsible for impacting employees' experience and skills in multiple training components, including new hire onboarding and standardization of training material. The Quality Manager will work across the organization to collaborate on the process that provides a best-in-class experience for E@W employees and learners. This position will be in-person at our Salt Lake City location.

Seasonal position ending 4/30.

• Manage multiple direct reports while serving in a leadership capacity, building rapport and credibility at all levels, including with directors and above.
• Manage quality operations for multiple US sites, including assigning analysts and site visits to ensure effectiveness.
• Establish quality assurance strategies, roadmaps, and solutions based on industry best practices, end-user feedback, and outcome-based data and analytics.
• Design and implement quality monitoring programs to assess student compliance and overall service quality, analyzing call recordings and customer interactions to identify areas for productivity enhancement.
• Monitor and measure key performance indicators (KPIs) such as first call resolution and customer satisfaction outcomes, publish operational results, and schedule call calibrations with internal and client stakeholders.
• Develop an appropriate performance glide path for new hire onboarding readiness, conduct training sessions on customer soft skills, best practices, and product knowledge, and evaluate proficiency to provide retraining support.
• Provide regular performance coaching and feedback to students and operational leaders based on quality assessments and metric goals.
• Analyze and track quality assurance data using reporting dashboards, establish a cadence to ensure all communication and reports are distributed to applicable business partners, and provide data-driven improvement recommendations to management.
• Strategically partner with Operations and Training to determine process improvements, standardize training materials, and produce assessments to boost efficiency and customer satisfaction.
• Identify and mitigate risks associated with quality issues, data protection, and service disruptions.

• BA/BS from an accredited institution or appropriate combination of education and experience
• At least 3-5 years of experience in call center quality assurance management and BPO environments

• Direct experience leading quality management efforts for mid-sized organizations, including scoring, coaching, calibrations, and targeted listening in a multi-channel environment.
• Knows how to maximize contact center quality technologies.
• Proven analytical capabilities; experience deriving relevant insights, trends, and themes from substantial data.
• Strong leadership skills with a history of creating high-performing teams.
• Ability to facilitate strategic discussions with business leaders to identify needs, align on goals, scope requests, and plan strategy.
• Deep understanding of adult learning theory and ability to implement learning solutions that are interactive and learner-centered.
• Intermediate level of knowledge/familiarity with PC hardware and software
• Advanced Excel proficiency.
• Strong knowledge of customer care processes and techniques.

THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES.  TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED.  ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.