11 days old

Manager, QA

Houston, TX 77024
JobTitle: Manager, QA
Job ID: 391419_en-us
Salary Range: null- null
Job Category: Customer Service
Employment type: Full Time

Position Description:
Position Purpose:
The Manager of QA for Services Operations & 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.

Major Tasks, Responsibilities & Key Accountabilities:
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.


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


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


15%- Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the established standards of service for customers.


10%- Set up and maintain controls and documentation procedures specific to scripting and branding compliance for Services Contact Centers overall.


10%- Interview, hire, train, direct, coach, reward and performance manage all direct reports.

Nature and Scope:
Position reports to Sr. Manager Customer Experience.
This position has 5 or more direct reports.

Environment:
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.


Categories

Posted: 2022-06-13 Expires: 2022-07-13

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