Mgr, Quality Assurance
About The Position
The Manager, Quality Assurance leads Customer Service Center quality assurance programs, standards, and initiatives and manages a team of Customer Experience Quality Evaluators. The role establishes and implements quality monitoring standards and methodologies to evaluate customer interactions and provide Operations leaders with actionable information to support coaching and customer service improvement. The position partners with Operations, Operational Excellence, Learning and Development, Technology, and other stakeholders to identify trends, address quality or compliance gaps, improve processes, and support changes affecting the customer experience. The role also evaluates the customer journey and Voice of the Customer results to identify opportunities that improve team member performance and customer outcomes.
Requirements
- Bachelor's Degree required
- 5+ years in a call center setting (specifically with quality assurance) required
- Knowledge of Customer Service Center quality assurance practices, customer interaction evaluation processes, and relevant Grainger programs, technology, and systems.
- Experience interpreting customer experience and quality information, identifying operational and team member behavior trends, and communicating actionable findings to leaders.
- Experience partnering across Operations, Operational Excellence, Learning and Development, and Technology to implement process, training, resource, or technology improvements.
- Experience leading employees in a multi-site or similarly complex operating environment, including hiring, development, performance management, and leading teams through business or process change.
- Knowledge of organizational, prioritization, and continuous improvement practices required to manage multiple work requests and operate effectively in a complex, rapidly changing environment.
Responsibilities
- Lead and develop a team of Customer Experience Quality Evaluators responsible for evaluating customer interactions, identifying team member behavior and service trends, reporting strengths and performance opportunities, and escalating quality or compliance gaps across the Customer Service Center network.
- Develop and implement quality standards, monitoring methodologies, evaluation processes, and ongoing quality initiatives that improve consistency and customer experience across departments with direct customer interactions.
- Analyze quality observations, focused sampling, Voice of the Customer information, and operational trends and provide actionable reports and evaluation results to Operations leaders to support team member coaching, development, process improvement, and customer-impacting business changes.
- Partner with Operational Excellence, Learning and Development, Operations, and other stakeholders to use quality findings to improve processes and create or revise resources and training materials that address skill and knowledge gaps and improve team member and customer experiences.
- Identify, recommend, and implement quality technology solutions with Technology partners, including voice technology and automation, to expand quality analysis and provide more consistent and timely feedback to team members.
- Manage team performance through Grainger's talent management processes, including hiring, development, accountability, and performance management, and ensure Quality Evaluators are trained on relevant processes, systems, technologies, evaluation procedures, and Customer Experience requirements.
Benefits
- Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
- 6 free sessions each year with a licensed therapist to support your emotional wellbeing
- 18 paid time off (PTO) days annually for full-time employees
- 6 company holidays per year
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required
- Employee discounts
- Tuition reimbursement
- Student loan refinancing
- Free access to financial counseling, education, and tools
- Maternity support programs
- Nursing benefits
- Up to 14 weeks paid leave for birth parents
- Up to 4 weeks paid leave for non-birth parents
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What This Job Offers
Job Type
Full-time
Career Level
Manager
