1+ months

Manager, QA

Houston, TX 77002
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPosition Purpose:\u003C/strong\u003E\u003Cbr /\u003E The Manager of QA for Services Operations \u0026 Contact Centers is responsible for driving multiple, large cross-functional process improvement projects focusing on improving the customer experience for Service and Sales Operations. Individuals in this position use high-level strategic thinking and process improvement experience in determining goals, metrics, and direction necessary to maximize short-term and long-term success of initiatives. This role works closely with the Learning department and operational leaders to guide activities related to quality, knowledge, and work from home programs.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMajor Tasks, Responsibilities \u0026 Key Accountabilities:\u003C/strong\u003E\u003Cbr /\u003E 25%- Promote the customer experience and performance improvement throughout the organization. Create goals and standards that support the ultimate customer experience. Provide directional oversight of the work from home program to guide ongoing innovation and improvement.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cbr /\u003E 20%- Develop, implement, communicate and maintain a quality plan. This requires writing and management of Standard Operating Procedures and overseeing the findings from quality audits from a designated Quality Audit team\u003Cbr /\u003E \u003Cbr /\u003E \u003Cbr /\u003E 20%- Partner with the Learning department to continually seek opportunities to increase customer satisfaction. Executes and maintains an associate knowledge base platform to ensure a consistent customer experience\u003Cbr /\u003E \u003Cbr /\u003E \u003Cbr /\u003E 15%- Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the established standards of service for customers.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cbr /\u003E 10%- Set up and maintain controls and documentation procedures specific to scripting and branding compliance for Services Contact Centers overall.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cbr /\u003E 10%- Interview, hire, train, direct, coach, reward and performance manage all direct reports.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ENature and Scope:\u003C/strong\u003E\u003Cbr /\u003E Position reports to Sr. Manager Customer Experience.\u003Cbr /\u003E This position has 5 or more direct reports.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E 1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003ETravel:\u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EStandard Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience:\u003C/strong\u003E\u003Cbr /\u003E 5 years\u003Cbr /\u003E \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Experience in a Call Center as well as a matrix environment\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E\u003Cbr /\u003E Very organized with strong attention to detail and time management skills\u003Cbr /\u003E Excellent written, verbal, listening and presentation skills\u003Cbr /\u003E Interpersonal skills\u003Cbr /\u003E Detail oriented with the ability to manage multiple project/priorities\u003C/div\u003E
Posted: 2022-05-12 Expires: 2022-07-24
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Manager, QA

Home Depot
Houston, TX 77002

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