What are the responsibilities and job description for the Quality Assurance Manager position at Highway?
About the Company:
Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.
Role Description
Freight brokers put an incredible amount of trust in Highway and that trust extends to our partners and the programs that support them. The Quality Assurance Manager will be responsible for ensuring quality, responsiveness and accuracy in the Operations department.
Your role:
- The QA manager will oversee the quality of service delivered and focus on process improvement within the Operations department.
- Responsible for taking preventative steps to avoid errors in the carrier onboarding process.
- Help develop the operations teams best practices, reviewing and auditing performance while anticipating and solving problems with the team.
- Comfortable training managers on process improvements and best practices for phone support and email correspondence, so they can effectively lead their teams.
- Review current processes and optimize response times and quality through review and refinement.
- Communicate with the Operations Manager and Director in a timely manner to identify potential concerns and address plans for improvement.
- Ensure highest quality of service is delivered in support of Highway’s application.
- Understand the carrier onboarding process in Highway's application, evaluate the current expectations for supporting carriers as they onboard, and optimize to increase support effectiveness and efficiency.
- Evaluate and optimize how cases are assigned to team members.
- Develop queue based standards and expectations and analyze the team’s performance against these expectations through reporting.
Qualifications
- Strong proficiency and experience in Quality Assurance for large support centers.
- Experience with SQL and ActiveAdmin is a plus
- Experience building reports, KPIs, and standards to improve quality of service.
- Strong analytical thinking and problem-solving skills.
- Collaborator with exceptional communication skills, to communicate with the individual team members through to Management.
- Process-oriented, familiar with scaling large organizations with a focus on quality.