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Senior Quality Manager (Customer Care)
Location(s): Tucson, Arizona; Mountain View, California; San Diego, CaliforniaCompany Overview
Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
As the Sr. Manager of Quality Assurance you’ll play a key role in designing, scaling and ultimately safeguarding our customers assisted care experience. You’ll lead a team intensely focused on improving the quality of customer interactions while enhancing efficiency of our operations. The successful candidate will be responsible for developing a best-in-class quality management program by establishing brand driven quality evaluation standards, implementing automated evaluation strategies, and improving performance through employee development and accountability.
The Quality Manager is responsible for ensuring the monitoring and related performance coaching is happening and delivering intended results. This position will support both internal and partner teams in recording, evaluating, and providing ongoing feedback on staff's customer service and technical components. In addition, this position will deliver continuous improvement in the quality assurance program to meet evolving business needs.
Qualifications
- A modern approach to Quality Assurance, relying upon automation and data analysis
- Experience with current QA applications and leveraging the capabilities to scale and create efficiencies throughout the QA ecosystem
- Strategic thinker and strong analytical skills
- Excellent understanding and QA principles
- 3+ yrs. Experience with developing a QA team/program in an assisted contact center environment
- Proven track record of success in managing individual contributors and managers in multi-channel contact center environments
- Superior written and verbal communication skills and presentation skills
- Excellent leadership and developmental skills, virtual team experience
- Demonstrated success managing new initiatives while meeting operating and fiduciary requirements
- Excellent time management, planning, organizing, and prioritizing skills
- Supervisory experience within a call center operation, preferred
- Strong working knowledge of Salesforce, Qualtrics, preferred
- Team-oriented, Self-motivated, performance-oriented
Responsibilities
- Meeting and exceeding defined KPI’s
- Manage the SBSEG Assisted Support Quality Assurance program fulfilled through partners
- Provide leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service and conflict resolution
- Collaborate with Service Delivery leaders on goals and outcomes of the program
- Prepare reports and briefings for leadership, review monthly and quarterly project status reports provided to the Department
- Lead individual contributors in a multi-channel contact center environment
- Demonstrate a fundamental understanding of a quality organization, team dynamics, and conflict management
- Encourage a team to apply functional expertise and creativity to improve customer and agent experiences
- Communicate in a strong, clear, and consistent manner which translates from strategy into action
- Foster trust and build strong business partnerships
- Connect with and know cross-regional market leaders and peers to better understand and support global strategy
- Ensure and focus on achieving business goals
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions with partners, leaders, executives.
- Perform other duties and projects as assigned
- Assures process and policy are followed by agents, plus assures confidentiality and integrity of data

"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."

"It’s important to always strive for improvement, even if you’re already in a good place."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."

"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."

"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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