Quality Assurance (QA) Manager

Overview 

At S&P Data, we are the customer service sidekicks to our partners, and we provide support for some of the industry leaders in telecommunications, finance, technology and security.  For more information on S&P Data, visit our website at https://www.spdatallc.com/about.

S&P Data is currently seeking an experienced Quality Assurance Manager.  The quality assurance manager is responsible for overseeing, promoting, and driving call handling process improvements.  To improve quality achievement performance and enhance the customer experience.  The successful candidate will be responsible for development and implementation of a structured quality plan that is designed to enhance quality compliance and sales achievements throughout the organization.

• Define standards governing customer sales interactions, implement screening programs to monitor those interactions, and contribute to the design of training programs to correct issues.
• Formulate and maintain the quality audit process for the related programs including process, material, and components.
• Organize and manage quality function with the team of QA Analysts
• Identification and review of issues facing customers which could drive unsatisfactory sales results and/or sales allegations.
• Collate and analyze performance data and charts against performance metrics.
• Collaborate and act as a subject matter expert in Sales Quality issues, Call Center compliance performance, and needs.
• Participate and work in partnership with the training initiatives to drive quality sales and compliant interactions with all Agents.

• Develops the quality management strategy and maintains a quality plan for the call center operations and document processing programs, including quality standards, quality scorecards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.
• Conducts process and product audits to confirm compliance with company policies and contractual requirements

  Our Ideal Candidate has: 

• Previous leadership experience in a Quality Assurance role
• Comprehensive understanding of quality assurance and continuous improvement concepts
• Excellent verbal and written communication skills
• Experience in Microsoft tools such as MS TEAMS and office 365
• Experience with PCI compliance
• Experience in data analysis with advanced excel skills
• Demonstrated skills in effective coaching and development

What S&P Data Offers

• Access and discounts to some amazing client brands
• Health, Dental and Medical Benefits
• Competitive Salary
• Paid Vacation
• Work from Home