The Quality Analyst Team Manager looks after the overall activities of the program Quality Analyst (QA) Team that includes:
- QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
- Champions program implementation of Continuous Improvement Framework
- Own deployment and completion of QA delivery plan for the program
- Observations and Quality Analyst (survey) results to improve performance
- Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
- Manage team productivity and effectiveness using a structured approach to manage performance
- Deliver process-level insights to stakeholders and have expertise in data analysis using QA
- Execute people development initiatives for QA Specialists using standard practices and provide an opportunity for team members to constantly improve
- Responsible in communicating with all program stakeholders (clients/department heads and members) to represent QA Team
Our most successful candidates have:
- At least 2 years leadership experience handling a Quality team, including client management
- Creativity, proactivity, and have a bias for action
- Experience with marketing, organizational development, psychology, or customer experience
- Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
- Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
- Ability to inspire others to action and to influence without authority is absolutely necessary
- Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
- Passion for learning/learning agile
- Excellent written communication skills
- Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
- Exceptional research skills
- The ability to exude a professional demeanor and appearance
- Attention to detail and excellent organizational skills
All your information will be kept confidential according to EEO guidelines.