Staff Quality Operations Manager, Quality of Service

Job Overview

The Customer Success (CS) Services Analytics team has an exciting opportunity to manage and drive the quality of service program. The quality of service program manager is responsible for overseeing and managing the quality assurance and quality control programs for customer success organization. This involves working cross-functionally with the Partners, Service Delivery, and Design and Analytics teams to establish and monitor key performance indicators and service level agreements related to call quality, customer satisfaction, first call resolution, average handle time, and other metrics.  The role requires excellent analytical, communication, project management and leadership skills to influence stakeholders, manage competing priorities and drive continuous improvement in quality, efficiency and the customer experience.  This is an exciting opportunity to transform the quality of service and help improve customer experience across the business. If you’re analytically-minded with strong expertise in driving cross functional collaboration and influencing stakeholders, this could be an exciting role for you.

Responsibilities

• Manage quality assurance and quality control programs for the call center and be the single point of contact for quality program at Intuit while working closely with cross functional stakeholders including Service Delivery, Design, Analytics, L&D and Partners 
• Analyze call center performance data and metrics to identify opportunities for improvement 
• Stay current on industry best practices and regulatory requirements related to call center quality management
• Influence stakeholders and manage competing priorities to drive continuous improvement in quality, efficiency and customer experience
• Serve as subject matter expert on call center quality standards, compliance, and performance
• Prepare reports and present recommendations to senior leadership on quality program business reviews and opportunities
• Ensure adherence to quality standards, service level agreements, and KPIs across all call center operations
• Lead projects to optimize quality assurance program, processes, and technologies
• Manage vendor relationships related to call center quality programs/tools

Qualifications

• Prior experience working in a call center environment . Knowledge of call center technologies - things like phone systems, CRM software, call recording systems, etc. 
• Strong Communication skills - Ability to communicate effectively across different teams and levels of the organization to influence stakeholders, drive change and share program updates. Strong written and verbal communication skills.
• Ability to analyze complex data, identify trends and opportunities for improvement. Skills to translate analysis into clear insights and recommendations. 
• Project management - Skills to manage multiple initiatives, set goals, develop project plans and timelines, track progress and adapt as needed. Ability to prioritize and manage competing demands.
• Leadership - Ability to motivate and rally teams around a common goal. Skills to build alignment, gain buy-in and drive continuous improvement in service quality.
• Collaboration - Work cross-functionally with various teams like Partners, Service Delivery, Design & Analytics. Build relationships, consensus and shared goals.
• Problem-solving - Identify root causes of issues, develop innovative solutions, and implement process improvements.