Customer Service Quality Assurance Manager

$80,000 - $90,000/Yr

Access Medical Laboratories - Jupiter, FL

Full-time - Mid Level

Jupiter, FL

Ambulatory Health Care Services

About the position

Access Medical Laboratories is seeking a dedicated Customer Service Quality Assurance Manager to support our mission of maintaining a consistent and high level of customer satisfaction across our team. This role is crucial in ensuring that our clients receive an excellent customer service experience with each team member they interact with daily. The Customer Service Quality Assurance Manager will be responsible for establishing and refining internal standards for support and call center quality assurance, developing and implementing quality assurance policies and procedures across various company departments, and improving training processes by identifying needs and organizing training interventions to meet quality standards and follow internal processes. In this position, the manager will interact with clients to establish feedback mechanisms that gather insights and improve customer service experiences. They will also investigate and resolve customer complaints related to quality assurance, create and present quality reports to the management team, and implement and review customer suggestions, CSAT scores, and NPS. Evaluating the effectiveness of quality assurance programs and offering recommendations for improvement will be key responsibilities, as well as evaluating support engagements against predetermined quality benchmarks. Additionally, the manager will co-create a reward and recognition program to highlight top customer service specialists, fostering a culture of excellence within the team. The ideal candidate will thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. They will play a significant role in providing peace of mind to patients nationally by ensuring that our customer service team meets the highest standards of quality and satisfaction.

Responsibilities

• Establish and refine internal standards for support and call center quality assurance.
• Develop and implement quality assurance policies and procedures across company departments.
• Improve training processes by identifying needs and organizing training interventions to meet quality standards and follow internal processes.
• Interact with clients and establish feedback mechanisms to gather feedback and improve customer service experiences.
• Investigate and resolve customer complaints related to quality assurance.
• Create and present quality reports to the management team.
• Implement and review customer suggestions, CSAT scores, and NPS.
• Evaluate the effectiveness of quality assurance programs and offer recommendations for improvement.
• Evaluate support engagements against predetermined quality benchmarks.
• Co-create a reward and recognition program to highlight top customer service specialists.

Requirements

• 7+ years of experience as a Quality Assurance Manager or similar role in customer service required.
• Proven track record of managing a team, improving customer service, and handling complex customer complaints is essential.
• High School Diploma required; Bachelor's degree preferred.
• Excellent understanding of quality assurance principles and customer service procedures.
• Proficient in MS Office.
• Strong problem-solving skills to identify customer service issues and develop effective solutions that improve customer satisfaction.
• Ability to monitor and evaluate customer interactions and transactions, analyzing data and trends to measure the effectiveness of customer service strategies.
• Interpersonal skills to build and maintain positive relationships with team members, customers, and other stakeholders.
• Excellent communication skills, both written and verbal.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• Life insurance