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AREA SR. MANGER, QUALITY ASSURANCE
(Ref: 5365)
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Company:
Location:
Company Industries: |
Asurion
US-Tennessee-Nashville
Insurance, Telecommunications, Other |
Job Status:
Min Experience Level:
Compensation: |
Full-Time
10-15 Years Experience
Not Specified |
| Posted: |
Tuesday, August 28, 2007 |
Job Description:
The primary purpose of this position is to lead multiple Quality Assurance Centers in the strategic and tactical executions that enhance the customer experience, eliminate waste and increase productivity within the Care organization.
Primary Duties and Responsibilities
Staff (recruit and develop) the managers/direct reports that manage highly effective teams.
Communicate divisional, department and client goals/results.
Interface with Operations management, Client Services, Vendor Relations, and other Business Units to help determine quality needs.
Create an environment which promotes and teaches the platforms of continuous improvement.
Teach the fundamentals of Six Sigma/Lean and use the quality tools as a part of every day business and problem solving.
Provide the qualitative and quantitative analysis to determine performance and trends impacting the customer expectations.
Ensure the Quality Analysts and Managers’ skills and proficiencies are matched to the Care Organization requirements.
Demonstrate high level of proficiencies in current call center, call monitoring, and CRM technologies.
Lead projects as necessary.
Manage the Quality department’s annual operating budget to expectations.
Interface directly with Asurion clients.
Maintain an open door policy for all Quality employees and foster a positive environment of professional growth and teamwork.
Requirements
BA/BS required
Excellent communication and presentation skills
Ten years direct management experience in a large corporate
environment
Eight years in Contact Center environment
Outstanding people skills
Strong analytical skills
Black belt/LEAN certification
Strong computer skills; MS Office, Visio, MS Project
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