Quality Assurance Manager

Quality Assurance Manager The Quality Assurance (QA) Manager will oversee the activity of the quality assurance department and staff, developing, implementing, and maintaining a system of quality and reliability testing for the organization's products and/or development processes.Call Center Quality (QA) Manager is responsible for providing administrative and analytical support of internal quality monitoring and external survey processes and results. The specialist also coordinates and conducts quality assurance monitoring and audits, assists with development and maintenance of the Quality Process and Procedural Manual, as well as focuses on call center training and supervisory training to enhance the call centers' overall performance.Responsibilities:Manage and oversee a team of QA analysts with all management and leadership responsibilitiesMonitor calls and conduct audits as necessaryAssist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document controlManaging and coordinating project deliverables, timelines and project assignments to ensure timely completion of assignmentsCommunicates quality issues to management and conducts root cause analysis with corrective and preventive action plansCoordinates the logistics and conduct related audits, including sample selection, documentation, and communication of resultsAssist with the calibration of quality monitoring resultsFacilitate and or attend client calibration sessions to ensure consistency in the evaluation process - Training new QA analyst on proper auditing methodsAssist management with the administrative functions and coordinating Quality Recognition Programs, councils, and focus groupsPerforms special projects as required, such as assisting with the development, research, and delivery of new trainings, or other duties when necessaryAssisting the management team and provide Quality support as necessaryPerforms other duties or special projects as necessaryRequirements and Characteristics:College degree or equivalent work experience5yrs call center QA Management experienceStrong organizational and planning skillsMust demonstrate good working knowledge of Microsoft Office application5 years Quality Management and auditing experience.Availability:Full Time position - working 9am - 5pm ESTOffice is located in Columbus, Ohio (we are currently working remotely)Applicants must have strong internet connection to support systemsQualifications and Physical Requirements with or without reasonable accommodation:Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writingAbility to operate a computer/laptop and a headsetAbility to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift)