GWC Warranty - Ponte Vedra, FL
posted 3 days ago
Full-time
Ponte Vedra, FL
Insurance Carriers and Related Activities
About the position
Quality Assurance Manager Position requires proven ability to successfully manage standards of quality including reliability, usability and performance. The Quality Assurance Manager is responsible for developing performance standards and ensuring a high standard of quality is provided to our customers. The Quality Assurance Manager will monitor and advise on the performance of the quality management system, produce data and report on performance, measuring against set standards including sales numbers.
Responsibilities
- Monitoring performance by gathering relevant data
- Developing statistical reports and analysis
- Devising and establishing a company's quality procedures, standards and specifications
- Defining quality procedures in conjunction with operating staff
- Take customer and sales calls as needed to understand their perspectives and gather valuable insights
- Research any calls that are requested
- Report any discrepancies in calls reviewed
- Quality tracking
- Audit Call Center Reps, Warranty Specialist, and Payments/Cancel Team
- Complete Special Projects when requested
- Oversee Call Review Meetings once a week and provide recaps
- Train employees on the phone systems and recordings
- Train employees that need to know how to do evaluations
- Make sure all recording/screenshots on the employees are working correctly
- Create all Evaluation Forms
Requirements
- College degree with major course work in business practices preferred
- Must be proficient in Microsoft office with a working knowledge of Excel
- Ability to multi task and manage multiple projects concurrently
- Must have the ability to communicate effectively both written and oral
- Strong interpersonal communication skills
- Great attention to detail and a results driven approach
- Reliable and Trustworthy
- Analyze problems, detect root causes and resolve all issues
- Excellent time management, planning, organization and prioritization skills
- Empathetic self-motivator with solid interpersonal skills, achievement oriented
- Ability to confidently engage with customers and sales teams on the phone, demonstrating clear, professional, and effective communication
