Job description

Job title: Quality Assurance Manager Date: November 2022
Reports to: VP of Customer Retention Location: Remote (U.S.)
Department: Call Center Operations/Quality FLSA: Exempt

Who we are:
ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing to enable them to communicate again after they lose the ability to use the telephone. Since our inception, we have existed for one purpose, to improve the lives of our customers. Enabling communication is our passion. We believe in providing the highest levels of service and products to our customers. Our goal is to change lives by re-enabling social connections and independence through using the telephone today and through other services in the future. We are a technology service company that utilizes groundbreaking automatic speech recognition, human captioning, product development, and customer center marketing, sales, and service to deliver and easy to use products to our mostly senior customer base. As a Federal Communications Commission (FCC) – certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security, and professionalism on all calls. For more information, visit clearcaptions.com.
This role reports to the VP of Customer Retention and will be based out of a home office.

Position Summary:
The Senior Manager of Quality will proactively improve customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle. To be successful in this role, they will be evaluating the quality of our service, providing company-wide updates on quality, and proactively working to drive continuous improvements in the service. They are facilitators and problem solvers that build relationships internally and externally, focused around enabling customer growth, retention, satisfaction, and product loyalty. This position will have a high level of visibility as well as impact with all things project and program management within ClearCaptions.

What you will do:

• Leads the quality team by:
• Ensuring the quality team is trained to consistently provide the most accurate results in the most efficient way
• Ensuring a significant number of quality assessments are conducted
• Ensuring the necessary tools to provide data on quality are deployed and being used effectively. Views results and drives for improvement through a customer satisfaction lens
• Provides specific details to the product team, vendors and internal teams on product performance and service delivery. Is the driving force to not only report on low quality experiences, but to organize findings and follow through with the various teams on solutions to improve the experience
• Works closely with a variety of leaders to discuss solutions and implement improvements to processes that lead to overall increases in the quality of the service and customer satisfaction
• Monitors and reports on the effectiveness of the solutions provided
• Works closely with any outside vendors that are conducting Mystery Shops on quality
• Responsible for the program set-up, execution, reporting and for billing oversight
• Works closely with Automatic Speech Recognition vendors and the ClearCaptions IT team to determine where improvements can be made. Leads in prioritizing what are the most critical improvements needed, in what order and what effect they are having on customer satisfaction if not fixed
• Participates in cross-functional meetings/initiatives and sets and maintains the standards for interdepartmental actions and the integration of quality planning with multiple lines of business
• Performs management functions including performance management, goals and objective setting and personal development planning. Provides staff with coaching, training, and opportunities to develop skills, and gives ongoing, constructive, and timely feedback on performance and progress toward goals and expectations. Assures short term training needs for staff are addressed, and longer-term individual and organizational development needs are identified, planned, and implemented.
• Build collaborative relationships with BPO call center leadership team that fosters productive partnerships and encourages process improvement
• Prepare reports and presentations and analyze contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency
• Display excellent business acumen, communication skills and the ability to work with business leaders to deep-dive analytical problems and develop data-driven solutions
• Contribute at varying levels of involvement in operational projects and initiatives
• Manage the delivery of contractual metrics with BPO

The kind of people we look for:

• Versatile people who thrive on variety and challenge.
• Excited about working in a fast-paced environment.
• Problem solvers who want to grow in a flexible collaborative culture.
• Takes initiative, pushes boundaries and motivated to innovate.
• Talented individuals with a growth mindset who want to use their learning and relationship building skills.

Qualifications:

• Bachelor's degree
• 5+ years of contact center experience with proven leadership track record
• Excellent communications and presentation skills, including ability to summarize and concisely share key project information to all levels of the organization
• Demonstrated ability to manage multiple priorities, set direction and solve problems in a fast-paced environment
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals
• Ability to influence others
• Planning and budgeting skills

Physical Demands:
Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

Work Environment:
100% Remote: Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue, exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel (up to 5%) may include overnight and out-of-state travel.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability.

Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

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