CX Quality Assurance Manager
Gainwell Technologies
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $93,400 - $133,400 per year
Job Level
Mid-LevelSenior
About the role
- Oversee monitoring and evaluation of voice and non-voice interactions across all channels (phone, email, chat, transactions) to ensure exceptional customer experiences and compliance with company standards and applicable regulations.
- Build, develop, and lead QA teams for assigned accounts.
- Establish effective routines, leverage tools and reporting to drive performance, and provide ongoing coaching on key metrics (AHT, APT, Occupancy, Utilization, Quality scores).
- Analyze QA data to identify trends and improvement opportunities.
- Cultivate relationships with account leaders and business partners to proactively address issues and improve customer experience.
- Partner with cross-functional teams to achieve SLAs and drive accountability through standard operating procedures.
Requirements
- Minimum five (5) years of experience in a contact center environment, including people management in healthcare or business process outsourcing.
- At least three (3) years in a contact center quality assurance role (voice and/or non-voice) or experience managing operational quality performance.
- Proficiency in QA tools and software (CXOne, Verint) and strong knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Quality assurance certifications (e.g., Six Sigma, COPC) preferred.
- Advanced verbal and written communication skills with strong interpersonal abilities to work effectively across teams and leadership levels.
- Detail-oriented and highly organized, with proven ability to manage multiple priorities and deliver consistent results.
Benefits
- Health (medical, dental, vision) benefits start on day 1 of employment.
- Company match 401K and other benefits available within months of starting.
- Flexible vacation policy after ninety (90) calendar days of employment.
- Company provided computer for work use.
- Opportunities to travel up to 10% of the time.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancedata analysisperformance metricscustomer experience managementpeople managementoperational quality performancemonitoring and evaluationcoachingtrend identificationSLA management
Soft skills
advanced communication skillsinterpersonal abilitiesdetail-orientedhighly organizedability to manage multiple prioritiesrelationship buildingproactive problem solvingteam collaborationleadershipaccountability
Certifications
Six SigmaCOPC