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Manager, Quality Assurance
Full Time 3 Months Ago
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Ruby Receptionists HQ is Hiring a Manager, Quality Assurance Near Dallas, TX

Overview

Join a growing team with a passion for providing world-class service. As the Quality Assurance Manager, you will develop the quality assurance program in partnership with the Services leadership team. You will hire, coach, and develop quality assurance specialists, provide performance trend reports to senior leadership, and make recommendations to help determine department priorities. If you are an innovative leader that enjoys building programs from a clean canvas, this would be a great role for you!

The Quality Assurance Manager will report to the Senior Director of Services and can be located remotely within our operating states, or from our downtown Portland, OR office.

What You’ll Be Accountable For

  1. Hiring, coaching, and leading all Quality Assurance Specialists
  2. Management and oversight of the Quality Assurance programs for assigned departments
  3. Maintenance of quality systems in partnership with system admin
  4. Coordinate Quality Assurance calibration and performance review meetings
  5. Develop and implement quality assurance scorecards to achieve targeted performance measurement goals in support of business priorities
  6. Overall ownership and accountability for the success of the quality assurance program
  7. Initiate continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving targets
  8. Maintain records, prepare QA reports in a timely manner and present information to a variety of audiences
  9. Complete compliance audits as outlined in call recording policies and procedures
  10. Drive operational improvements and quality performance through productivity measurement, staff coaching, and technology enhancements
  11. Maintain constant flow of communication with necessary information from/to all leadership and cross-functional partners regarding quality assurance matters

Your Work DNA

  • You have a track record of strong critical thinking skills and exceptional decision-making ability even in the face of complex problems
  • Strong organizational, communication and leadership skills; able to drive performance through clear objectives and lead change
  • Ability to balance and prioritize a demanding workload and adapt to changing priorities. You work well and maintain composure under pressure
  • You have an eye for details and are attentive, accurate and focused in your work
  • You take seriously the responsibility of upholding confidentiality relating to information on employees or the company. Acting with integrity is a non-negotiable for you
  • You understand the impact your work has on others and hold yourself to a high standard of accountability and reliability
  • A highly motivated self-starter, you think outside-the-box and enjoy challenging the status quo to drive positive change
  • Collaborative team player with peers and leaders, with the ability to also deliver on objectives with autonomy
  • You have exceptional written and verbal communication skills with a proven ability to tactfully direct and influence diverse audiences
  • Ability to establish standards and best practices – developing policies, procedures, and workflows pertaining to quality assurance programs
  • You understand the importance of a happy and inclusive work environment, while implementing employee engagement activities

Your Background

  • 5 years of management and/or leadership experience which includes a minimum of 2 years managing quality teams
  • Experience in a contact center environment, including experience handling customer escalations and managing supervisors
  • Knowledge and experience with quality programs, with experience using Calabrio Quality Management preferred
  • Proficient in Microsoft Office applications (Word/Excel/PowerPoint)
  • Experienced in establishing standards and best practices – developing policies, procedures, and workflows pertaining to quality assurance programs
  • Experience in leading and growing a small operation to the next level preferred
  • Education: bachelor’s degree preferred

About Ruby

Ruby is a U.S.-based live virtual receptionist company that creates meaningful and timely connections between our customers and their clients using our award-winning technology with our best-in-class services team. Trusted by more than 14,000 small businesses, Ruby delivers personalized customer experience solutions 24x7, 365 days a year giving critical time back in the day to our small business owners so they can freely pursue their purpose, cultivating diverse and thriving local economies. 

Founded in 2003, Ruby has earned national and global recognition with honors such as a 2022 Gold Stevie awards for CEO of the Year and Customer Service Employer of the Year, designation from Fortune magazine as a Best Small Company to Work For in the U.S., inclusion in the Inc. Best Workplaces, repeat Great Places to Work rankings and 14 consecutive years as one of Portland’s Fastest Growing Businesses. Ruby has over 700 U.S based employees. To learn more, visit ruby.com.

Job Summary

JOB TYPE

Full Time

POST DATE

12/03/2022

EXPIRATION DATE

12/06/2022

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The job skills required for Manager, Quality Assurance include Quality Assurance, Leadership, Quality Management, Process Improvement, Calibration, Microsoft Office, etc. Having related job skills and expertise will give you an advantage when applying to be a Manager, Quality Assurance. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Manager, Quality Assurance. Select any job title you are interested in and start to search job requirements.

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The following is the career advancement route for Manager, Quality Assurance positions, which can be used as a reference in future career path planning. As a Manager, Quality Assurance, it can be promoted into senior positions as a Quality Assurance Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Manager, Quality Assurance. You can explore the career advancement for a Manager, Quality Assurance below and select your interested title to get hiring information.

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If you are interested in becoming a Manager Quality Assurance, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Manager Quality Assurance for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Manager Quality Assurance job description and responsibilities

Quality Assurance Managers are also responsible for managing staff, overseeing production processes, analyzing data, and developing strategies or policies for higher quality.

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They plan, direct or coordinate quality assurance programs and formulate quality control policies.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Manager Quality Assurance jobs

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Trained employees will be prepared to face problems and, therefore, can resolve them as soon as they occur and sometimes even before the customer can perceive the error.

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Acquire quality assurance knowledge of tools and methodologies.

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