| National Quality Manager |
Job Location:
Metro Area: |
78664, TX
TX - Austin
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Category: |
Support Cast
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Contact Info |
Company Name: Sears Holdings Corporation
| Address: |
1300 Louis Henna Blvd.
Round Rock,
TX 78664
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Website:
Click to Visit
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Contact Name: Jeremiah Priddy
Phone: 512-248-7829
Fax: 512-248-7935
Apply: Submit Resume Now
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Job Description:
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The National Call Center Quality Assurance Manager is responsible for the effectiveness of the Customer Care Network’s (CCN) National Quality Assurance Program. The National QA Manager will develop and lead the Quality Assurance program and department including a multi-site management opportunity (25 exempt and non-exempt QA Specialists across the CCN), coordinating with assigned local manager as necessary, and have responsibility for a third party partnership. This leader will be an integral driver in the development, management, growth, and success of the Quality Assurance Department for the CCN. Location: Round Rock or San Antonio, TX.
RESPONSIBILITIES: Implement and utilize to maximum functionality the call capture system including speech analytics. Contribute to the development of an overall operating strategy for the Quality Assurance Department. Develop and manage the implementation of new quality efforts initiatives to improve the overall customer experience. Promote quality achievement and performance improvement throughout the organization and vendor partnerships. Assist in creating the Quality Management Plan to ensure compliance. Assist in setting QA compliance objectives and ensuring that targets are achieved. Ensure compliance with national and international standards and legislation. Monitor project results to determine if they comply with quality standards. Monitor and advise on the performance of the quality management system and produces data and report on performance, measuring against set indicators.
Point of contact with other managers and staff throughout the organization to ensure that the QA system is functioning properly. Where appropriate, the quality manager advises on changes and their implementation and provides training, tools and techniques to enable others to achieve quality. Supervise assigned associates; duties include hiring, development and coaching, performance review and management. Coordinate with assigned local manager to ensure HR process compliance and timely support of associates. Assist in development of key operating metrics and reporting processes.
Provide the business Senior Leadership team and Executive Leadership team detailed and meaningful results reviews, performance trending, and outlier performance improvement opportunities. Schedule, manage, and facilitate national QA staffing calls and quality calibrations to ensure clearly defined expectations and meaningfully consistent results across the network. Use data-driven decision making to partner closely with CCN Training Team on the creation and implementation of quality training programs. Regular communication with Executive Leadership team and external business leaders.
// REQUIREMENTS: Minimum 5 years call center management experience with specific emphasis on national-scope quality management. Bachelor’s Degree or equivalent work experience. Department level leadership and management of exempt workforce, or indirect network-wide leadership of impactful processes and/or initiatives. Call capture technology implementation and execution experience required. Speech analytic experience preferred. Excellent communication, presentation, change management, problem solving, project management, and proven leadership skills in a complex environment required. Proficiency with quality software and standard office software required. // LOCATION: Round Rock or San Antonio, TX.
Submit Resumes to:
jeremiah.priddy@searshc.com
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