Manager, Strategic Initiatives, Phone Channel Quality Assurance

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Identify opportunities to enhance the service offerings that support US Contact Centers and deliver exceptional customer experiences while driving business outcomes.

• Establish a new business-led Quality Assurance function from scratch within US Contact Centers.

• Oversee transactional quality assurance and quality testing, including some call monitoring and transactional assessments.

• Utilize organizational strengths to align with business-line strategic objectives.

• Create strategies to improve integrated customer and employee experiences across contact centers.

• Collaborate with the Digital Channels Strategic Initiative Manager to manage the operational impacts of digital transformations and develop an omnichannel experience.

• Work with the business to negotiate requirements, facilitate service delivery, and serve as the Subject Matter Expert or sponsor for key projects.

• Implement best practices from other phone-channel businesses to meet goals and create operational uniformity.

• Assist with project intake and identify strategies to enhance operational efficiency.

• Bridge business and operational strategies across various businesses, product partners, and support teams.

• Formulate strategic recommendations for short-, medium-, and long-term opportunities, prioritizing them based on business priorities.

• Cultivate relationships with Contact Center leadership to uncover opportunities for customer, employee, and shareholder value.

• Propose, plan, and implement cost-effective solutions to enhance CEI, sales revenue, customer commitment time, calls per hour, and average handle time.

• Drive strategic initiatives for the North American Phone Channel.

• Analyze business lines to identify strategic opportunities and tactics that improve performance.

• Collaborate with Operations, Process Improvement, Initiative Support, Compliance, and Finance.

• Manage interdependencies among multiple project activities with the PMO team to align implementation with business strategies and objectives.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• More than 7 years of relevant experience.

• Ability to navigate and leverage internal relationships and functional areas within organizations, with a proven track record of achieving results.

• Prior experience in the Phone Channel is advantageous.

• Strong relationship management skills and experience are highly desirable.

• Proven history of delivering results in ambiguous situations.

• Capacity to manage multiple priorities and requests from various executive stakeholders in a fast-paced, dynamic environment.

• Excellent written and verbal communication skills.

• Proven ability to influence and impact results.

• Strong conceptual, analytical, and problem-solving skills.

• Demonstrated business acumen to translate concepts and strategies into successful projects and daily operations.

• Exceptional presentation skills and the capability to manage through positive influence with senior stakeholders.

• Demonstrated customer focus and an understanding of what constitutes a superior customer experience via phone.

• Proven effectiveness as a consensus builder, self-starter, and team player.

• Preferred experience in managing a QA team of approximately 5-8 employees.

• Preferred experience in building or significantly enhancing a QA function from the ground up.

• Preferred experience in developing and maintaining QA procedures, testing methodologies, and scripts.

• Preferred strategic leadership experience in designing and implementing QA programs.

• Preferred ownership of QA strategy, governance, and execution.

• Preferred experience in analytics/reporting.

• Preferred experience in operations or audit.

• Willingness to travel domestically on occasion.

🏝️ Benefits

• Variable compensation/incentive awards, including potential cash and/or equity incentive awards.

• Health and wellness benefits.

• Savings and retirement programs.

• Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO.

• Banking benefits and discounts.

• Career development opportunities.

• Regular discussions on development, career progression, and performance.

• Training programs.

• Access to an online learning platform.

• Mentoring programs.

• Training and onboarding sessions.

• Reward and recognition initiatives.