Quality Assurance Manager (Salesforce)

ConnectWise is the world's leading software company dedicated to the success of IT Solution providers. As a company our vision is to power a thriving IT ecosystem that transforms what's possible for SMBs. How we do this is by empowering IT solution providers with unmatched software, services, and community to achieve their most ambitious vision of success

ConnectWise provides a work environment where each colleague is valued for their perspectives, skills and talents, is treated respectfully, can communicate openly and is encouraged to develop to their full potential as a contributor to the success of the company and the communities we serve. We value our colleagues and offer a competitive benefits package including medical, retirement investment plans, flexible time away, community volunteer opportunities, master's assistance program and colleague recognition programs.

The Quality Assurance Manager is responsible for managing and maintaining quality measurements and programs that result in met quality standards. This role supports cross-functional teams at all levels to ensure quality products and operations.

Essential Duties and Responsibilities:

• Provides support to cross-functional team(s) with a high attention to detail
• Researches, analyzes, and documents findings
• May coach and review the work of other team members
• Provides support to a global team of quality assurance colleagues
• Oversees and participates in quality reviews as requested by internal and external sources
• Contributes information and analysis to strategic plans and reviews
• Contributes information to refine quality assurance activities, guidelines, and forms
• Suggests methodology to modify processes for submission to change management

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to manage projects and processes independently with limited supervision
• Advanced knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per business requirement
• Time management skills and ability to support strategic planning
• Knowledge of Lean Sigma methodologies
• Ability to influence others to move toward a common vision

Educational/Vocational/Previous Experience Recommendations:

• Bachelor's degree in related field or equivalent business experience
• 4+ years of relevant experience
• Experience supporting programs within a contact center quality assurance team

Working Conditions:

• Hybrid position based out of Tampa, FL or Cranberry, PA
• 0-10% travel may be required

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.