Quality Assurance Manager - Customer Experience

Quality Assurance Manager - Customer Experience Job Description Quality Assurance Manager - Customer Experience The Quality Assurance Manager at Homesnap will be responsible for developing and maintaining effective quality assurance and monitoring programs to ensure services are performed as required, and processes are followed correctly on all advisor interactions. They will manage all procedures and processes within the Customer Experience team. This includes measuring and gauging all contact center activities and handling all quality-related inquiries. Key Responsibilities:

• Oversee all quality activities such as but not limited to Standard Operating Procedures, Quality Assurance rubric development, and Quality Assurance Grading
• Develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services
• Identify abnormalities in ticket trends and communicate them to appropriate internal stakeholders (e.g. The Development Team)
• Compile, track, and share performances at the team and individual levels
• Provide actionable data to appropriate stakeholders to promote team growth
• Ensure effective delivery of high-quality services such as Homesnap's Premium Products
• Prepare and analyze internal and external quality reports to identify and communicate trends
• Collaborate closely with the Team Leaders to effectively communicate coaching trends per advisor
• Measure calls and emails against the scorecard created
• Provide guidance to CSRs or supervisors in situations where calls were poorly handled
• Provide best practice operational quality policies and procedures
• Ensure calibration of measurements across teams
• Report issues and status to Senior CX Leaders
• Perform additional task as assigned

• Previous quality assurance leadership experience
• Previous auditing experience
• Excellent communication skills
• Hands-on advisor development skills with a proven success record of coaching
• Ability to drive results based on performance standards
• Ability to analyze reporting
• Technical proficiency
• Time management skills