Job Description

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

QUALITY ASSURANCE MANAGER

The Quality Assurance (QA) Manager will oversee the activity of the quality assurance department and staff, developing, implementing, and maintaining a system of quality and reliability testing for the organization's products and/or development processes.

Call Center Quality (QA) Manager is responsible for providing administrative and analytical support of internal quality monitoring and external survey processes and results. The specialist also coordinates and conducts quality assurance monitoring and audits, assists with development and maintenance of the Quality Process and Procedural Manual, as well as focuses on call center training and supervisory training to enhance the call centers' overall performance.

Responsibilities:

• Manage and oversee a team of QA analysts with all management and leadership responsibilities

• Monitor calls and conduct audits as necessary

• Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control

• Managing and coordinating project deliverables, timelines and project assignments to ensure timely completion of assignments

• Communicates quality issues to management and conducts root cause analysis with corrective and preventive action plans

• Coordinates the logistics and conduct related audits, including sample selection, documentation, and communication of results

• Assist with the calibration of quality monitoring results

• Facilitate and or attend client calibration sessions to ensure consistency in the evaluation process - Training new QA analyst on proper auditing methods

• Assist management with the administrative functions and coordinating Quality Recognition Programs, councils, and focus groups

• Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other duties when necessary

• Assisting the management team and provide Quality support as necessary

• Performs other duties or special projects as necessary

Requirements and Characteristics:

• College degree or equivalent work experience o

• 5yrs call center QA Management experience o

• Strong organizational and planning skills

• Must demonstrate good working knowledge of Microsoft Office application

• 5 years Quality Management and auditing experience.

Availability:

• Full Time position - working 9am - 5pm EST

• Office is located in Columbus, Ohio (we are currently working remotely)

• Applicants must have strong internet connection to support systems

• Qualifications and Physical Requirements with or without reasonable accommodation:

• Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing

• Ability to operate a computer/laptop and a headset

• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift)