Assistant Manager - Quality Assurance

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you ll love today!

Key Responsibilities:

• Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards
• Work with supervisors and management to ensure that all associates are meeting quality standards
• Provide training as needed to both new hires and experienced associates
• Attend and contribute to both internal and client calibration sessions
• Carry out reward and recognition programs as outlined by Everise and the client
• Remain knowledgeable on project information by keeping training manual and memos updated
• Track trends and make recommendations for refresher and/or up- training to the trainer(s)
• Any other duties and responsibilities assigned by management of the company
• Interview and train QA team
• Provide coaching and support to QARs
• Coordinate quality results with other states
• Develop bridge-building programs with Operations team

Qualifications:

• High school diploma or equivalent required. Some college preferred
• Leadership experience required
• 3-5 years QA experience in a call center environment
• Proficiency in Microsoft Office applications, especially MS Word and Excel
• Excellent oral and written communication skills
• Detailed-oriented
• Analytical skills
• Exceptional motivational and interpersonal skills
• Able to work independently
• Flexible Schedule
• Dependability regarding completion of assignments and attendance

If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.