Quality Assurance Manager
About The Position
ARS-Rescue Rooter, a provider of residential HVAC, plumbing, and electrical services and part of American Residential Services (ARS), is seeking a Quality Assurance Manager for its St. Petersburg, Florida location. The role leads customer service quality, departmental performance reporting, reporting accuracy, and continuous improvement initiatives. It combines leadership, advanced Microsoft Excel use, IT knowledge, data analysis, and operational problem-solving to improve efficiency and customer satisfaction. The manager works with branch leadership, customer service teams, dispatch, field operations, and other departments. The position oversees employee performance and development, monitors service quality and customer interactions, investigates escalated concerns, analyzes operational metrics, prepares reports and recommendations, and supports departmental systems, workflows, and technology improvements. The starting salary is $65,000–$80,000 per year, depending on experience. The schedule is full-time.
Requirements
- At least 3 years of experience in quality assurance, customer service management, call center operations, or a related leadership position.
- Strong Microsoft Excel proficiency, including hands-on experience with PivotTables, formulas, data manipulation, reporting, and spreadsheet analysis.
- IT experience and strong technical troubleshooting skills.
- Experience with business software, reporting platforms, databases, and technology-driven workflows.
- Ability to analyze large datasets, identify performance trends, and develop actionable recommendations.
- Proven experience supervising, coaching, and developing employees.
- Strong understanding of performance metrics, quality assurance processes, and operational reporting.
- Excellent analytical, organizational, and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to independently troubleshoot issues, research solutions, and improve existing processes.
- Proficiency with Microsoft Office applications, including Excel, Outlook, and Word.
- Ability to manage multiple priorities in a fast-paced environment.
Nice To Haves
- Experience with advanced Excel functions such as XLOOKUP, VLOOKUP, conditional formatting, and complex formulas.
- Experience with Power BI, reporting dashboards, CRM systems, or other business intelligence tools.
- Previous experience supporting IT-related projects, software implementations, or system improvements.
- Experience in the HVAC, plumbing, electrical, or residential home services industry.
- Experience with call center performance management, workforce planning, or dispatch operations.
Responsibilities
- Lead, coach, and develop customer service personnel, supporting consistent performance and accountability.
- Monitor customer interactions, service quality, and departmental performance against established standards.
- Identify opportunities to improve customer satisfaction, productivity, and operational efficiency.
- Develop and implement quality assurance processes, performance standards, and improvement initiatives.
- Investigate escalated customer concerns, identify root causes, and implement corrective actions.
- Conduct performance evaluations, provide coaching, and support employee development.
- Collaborate with branch leadership to establish departmental goals and track progress.
- Use Microsoft Excel to analyze operational data, track performance metrics, and identify trends.
- Create, maintain, and improve spreadsheets, reports, dashboards, and performance tracking tools.
- Use Excel functions, formulas, PivotTables, and data analysis techniques to evaluate departmental performance.
- Analyze call volume, service levels, scheduling efficiency, customer satisfaction, and productivity metrics.
- Prepare detailed reports and present findings and recommendations to management.
- Identify reporting discrepancies, validate data accuracy, and recommend improvements.
- Translate complex data into actionable insights to support operational decisions.
- Serve as a resource for departmental software, reporting systems, and technology-related processes.
- Troubleshoot common software, system access, reporting, and workflow issues, coordinating with internal IT support as needed.
- Identify opportunities to improve efficiency through technology, automation, and process enhancements.
- Support implementation of new software, system updates, and operational tools.
- Assist employees with system functionality, technical questions, and best practices.
- Ensure accurate data entry, system utilization, and adherence to established procedures.
- Oversee customer service workflows, call handling procedures, and issue resolution.
- Monitor inbound and outbound call activity to ensure appropriate staffing and service levels.
- Collaborate with dispatch and field operations to improve scheduling and communication.
- Review customer feedback, identify recurring concerns, and develop corrective action plans.
- Support departmental training and ensure employees understand established quality standards.
- Provide leadership with regular updates on departmental performance, challenges, and improvement opportunities.
- Perform additional management and operational duties as assigned.
Benefits
- Medical insurance options starting as low as $5 per week.
- Dental and vision insurance.
- 401(k) with company match.
- Paid time off and paid holidays.
- Health Savings Account (HSA) and Flexible Spending Account (FSA).
- Company-paid life insurance.
- Employee discount programs.
- Career growth and advancement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
