Manager, Quality Assurance

Macy's•Deerfield Township, OH

2d•Onsite

About The Position

Responsible for developing and executing a Quality Assurance strategy that supports improving our interactions with our customers, through use of automation and AI to deliver actionable insights for coaching and development. Lead a collaborative team of support auditors, to measure the effectiveness of our colleagues at resolving issues the first time, while gathering insights on how our colleagues can improve and what behaviors they exhibit that require coaching or put us at compliance risk. Build strong partnerships with our Domestic operations and BPO leadership to calibrate on consistent understanding of what a high-quality interaction with our customers looks and sounds like. Present findings and impact of quality assurance audits with key stakeholders and senior leaders to understand results and outcomes of our analysis.

Requirements

Leadership: Experience in leading, coaching and developing others to execute their workload and progress towards their career goals
Technology Usage: Knowledge of quality management systems, and any other system function that drives quality assurance optimization.
Customer Service: Strong understanding of customer service processes and techniques.
Compliance Management: Capability to ensure adherence to various departmental functions, processes, and procedures, maintaining regulatory compliance.
Microsoft Office Proficiency: Skill in using Microsoft Word, Excel and Powerpoint for document creation, data analysis, and reporting purposes.
Communication Skills: Exceptional communication and feedback skills.
Problem-Solving Skills: Excellent analytical and problem-solving skills.
Attention to Detail: Ability to focus on accuracy and precision in tasks, ensuring thoroughness and completeness in all aspects of work.
Multitasking: Capability to manage multiple tasks simultaneously, prioritizing workload effectively to meet deadlines and achieve objectives.
Independent Work and Collaboration: Proficiency in working independently and collaboratively within a team environment to achieve departmental goals and objectives.
Adaptability: Flexibility to handle the dynamic needs of a customer care center including answering customer inquiries directly.
Computer Proficiency: Skill in navigating computer systems, including keyboarding skills, to efficiently perform job duties and tasks.
Document Interpretation: Ability to read and interpret various documents, such as safety rules, operating instructions, and procedure manuals, to understand and execute job responsibilities.
Report Writing: Skill in composing routine reports and correspondence to communicate findings, updates, and recommendations effectively.
Reasoning Ability: Capacity to follow written and oral instructions and solve problems involving several variables in standardized situations.

Nice To Haves

Candidates with a High School diploma or equivalent are encouraged to apply.
2 years of related experience and/or train.
Preferred Bachelor’s degree in Business Administration, Communication, or a related field.
Experience with CRM software and call center technology.
Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
Able to work a flexible schedule based on department and company needs.

Responsibilities

Lead a team in Auditing customer and colleague interactions across Macy’s, Bloomingdales and Blue Mercury brands to deliver quality interactions and ensure our customers issues are resolved
Develop strategies and leverage modern quality management systems to automate and expand our auditing insights
Collaborate with all key stakeholders in our operations to ensure that auditing is aligned to risk identification by business function delivering our objectives and key results.
Host regular calibration amongst domestic and offshore teams to support building a best-in-class customer care center
Evaluate customer interactions across multiple contact methods, are consistently within quality standards and expected outcomes.
Interview, hire, and train employees; plan, assign, and direct work; evaluate performance; coach and discipline employees; address complaints and resolve problems.
Regular, dependable attendance and punctuality.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.

Benefits

competitive pay
comprehensive health and wellness coverage
401(k) match
paid time off
eight paid holidays
continuous learning
leadership development
Colleague Resource Groups
volunteer opportunities
Merchandise discounts
Performance-based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement