Quality Assurance Manager-Customer Service

Under Armour • Oklahoma City, OK

417d • $82,154 - $112,961 • Remote

About The Position

The Customer Service Quality Assurance (QA) Manager at Under Armour leads a centralized QA team responsible for ensuring a high level of customer satisfaction across various channels. This role focuses on observing, analyzing, and evaluating customer interactions to provide feedback and drive improvements in customer service quality. The QA Manager collaborates with multiple teams to enhance customer experience and operational efficiency, aligning with Under Armour's mission and values.

Requirements

• 5+ years of related work experience in Customer Service across multiple channels.
• 5+ years of experience with quality assurance practices.
• 5+ years working with outsourced Contact Center resources (BPO).
• 6+ years of people management experience.
• Experience collaborating with cross-functional stakeholders.
• Proficient in Microsoft Office suite.
• Salesforce Service Cloud experience is a plus.
• Bachelor's degree or equivalent work experience.

Nice To Haves

• Qualtrics experience is a plus.
• Strong interpersonal skills to build relationships within Customer Service and with cross-functional partners.
• Ability to provide ongoing feedback in a positive and constructive manner.
• Analytical skills to identify trends and opportunities for improvement.
• Technically savvy and able to quickly grasp new technologies.
• Expert knowledge of contact center best practices.
• Innovative mindset for developing strategies to drive improvement.
• Exceptional organizational skills and attention to detail.

Responsibilities

• Lead a team of Quality Analysts monitoring and evaluating consumer interactions with Customer Service Representatives (CSRs) across channels.
• Ensure the QA team's targets for completed evaluations are met in a timely and accurate manner.
• Develop strategies to improve customer experience, CSR experience, and cost efficiency.
• Collaborate with Customer Service Supervisors and Managers to meet KPI targets.
• Partner with Training and Technology teams to enhance tools and systems for better efficiency.
• Facilitate calibration sessions and feedback with Contact Center leadership and Business Partner Outsourcer (BPO) leadership.
• Produce reports and presentations to share performance trends.
• Utilize insights from the Voice of Customer (VOC) team to drive improved experiences.
• Perform root cause analysis to identify knowledge gaps and address them through communications and Knowledge Base Articles (KBAs).
• Work with Training on initiatives to build skills and talent within the team.
• Stay updated on Customer Service industry best practices for quality assurance.
• Support the Director in identifying opportunities for AI solutions to automate quality processes.
• Prepare monthly QA readout reports and facilitate review sessions.

Benefits

• Paid "UA Give Back" Volunteer Days to support local community initiatives.
• Under Armour Merchandise Discounts.
• Competitive 401(k) plan matching.
• Maternity and Parental Leave for eligible teammates.
• Health & fitness benefits, discounts, and resources promoting physical activity and well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Apparel Manufacturing
• Education Level: Bachelor's degree