Senior Quality Assurance Manager

We are seeking a seasoned Senior Quality Assurance Manager to lead our team of Quality Assurance Analysts. As a key member of our organization, you will play a critical role in ensuring consistent and accurate evaluations of customer interactions.

You will be responsible for developing and implementing quality assurance scorecards, rubrics, and calibration processes that integrate VOC insights and CTQ metrics. Your goal will be to ensure alignment between customer expectations and operational performance standards.

• Leverage your expertise to supervise and mentor a team of Quality Assurance Analysts, fostering a culture of excellence in customer interaction evaluation.
• Design and maintain QA scorecards, rubrics, and calibration processes that integrate VOC insights and CTQ metrics, guaranteeing customer satisfaction and operational efficiency.
• Analyze customer support interactions (calls, chats, emails) for quality, compliance, and customer satisfaction, identifying areas for improvement.
• Provide actionable feedback and coaching to support agents and team leaders, promoting growth and development within the team.
• Identify trends and areas for improvement in customer service delivery and technical support, informing data-driven decision-making.
• Conduct root cause analysis on recurring quality assurance failures and negative customer sentiments, recommending targeted corrective actions to enhance service delivery and customer satisfaction.
• Collaborate with training and operations teams to address performance gaps and improve agent effectiveness, driving business outcomes.
• Generate and present QA reports and insights to leadership, providing visibility into key performance indicators.
• Participate in the recruitment, onboarding, and training of Quality Assurance Analysts, shaping the future of our team.
• Ensure compliance with internal policies and external regulations, upholding the highest standards of quality and integrity.
• Lead calibration sessions to align Quality Assurance standards across teams and regions, promoting consistency and best practices.
• Support the implementation of new tools and technologies to enhance QA processes, staying ahead of the curve.
• Develop and maintain vertical knowledge of products and services, driving informed decision-making and exceptional customer experiences.
• Work on special projects and perform other duties as required, embracing a culture of continuous learning and improvement.

• Possess a strong passion for improving patient outcomes and user experience.
• Display exceptional leadership skills, able to motivate and guide teams towards excellence.
• Demonstrate experience handling escalations related to medical device performance, showcasing expertise in crisis management.
• Hold a Bachelor's degree in Business, Communications, Mathematics, Statistics, Engineering or a related field, reflecting a solid foundation in analytics and problem-solving.
• Bring at least 3 years of experience in Customer Support Quality Assurance supervisory roles, showcasing a proven track record of success.
• Proven understanding and implementation of QA methodologies and customer service metrics, driving business results.
• Proficiency in QA tools and platforms, such as SalesForce, Genesys QA, Microsoft Office, and PowerApps, demonstrating adaptability and technical expertise.
• Exhibit excellent communication, coaching, and interpersonal skills, building strong relationships with stakeholders.
• Demonstrate analytical mindset with attention to detail, driving data-driven decision-making and process improvements.
• Ability to manage multiple priorities in a fast-paced environment, remaining agile and responsive to changing needs.
• Experience in contact center or GBS operations is required, highlighting a deep understanding of customer-centric workflows.
• Certification in Quality Assurance or Six Sigma is a plus, reflecting advanced expertise in quality management and process optimization.
• Knowledge of industry standards such as COPC or ISO 9001 is a plus, demonstrating a commitment to excellence and regulatory compliance.
• Familiarity with CGM technology or diabetes care is a plus, showcasing specialized knowledge and expertise.