Quality Analyst Team Manager

Skills this role screens for

About the role

The Quality Analyst Team Manager looks after the overall activities of the program Quality Analyst (QA) Team that includes: • QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment • Champions program implementation of Continuous Improvement Framework • Own deployment and completion of QA delivery plan for the program • Observations and Quality Analyst (survey) results to improve performance • Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns • Manage team productivity and effectiveness using a structured approach to manage performance • Deliver process-level insights to stakeholders and have expertise in data analysis using QA • Execute people development initiatives for QA Specialists using standard practices and provide an opportunity for team members to constantly improve • Responsible in communicating with all program stakeholders (clients/department heads and members) to represent QA Team Our most successful candidates have: • At least 2 years leadership experience handling a Quality team, including client management • Creativity, proactivity, and have a bias for action • Experience with marketing, organizational development, psychology, or customer experience • Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense • Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement • Ability to inspire others to action and to influence without authority is absolutely necessary • Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design • Passion for learning/learning agile • Excellent written communication skills • Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel • Exceptional research skills • The ability to exude a professional demeanor and appearance • Attention to detail and excellent organizational skills All your information will be kept confidential according to EEO guidelines.