Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
The Manager - Quality is responsible for creating quality reports and analyzing quality data across clients. This includes business ownership over the quality monitoring tool (Veritas) and partnering with account teams on creating forms and establishing process flows. The Manager also participates in calibration sessions and ensures adherence to quality processes.
• Create reports, analyze quality and CSAT/DSAT data to identify trends and outliers for investigations and improvement opportunities – 60% of the overall time • Facilitate internal calibration sessions and quality reviews - 25% of the overall time • Participate in weekly internal meetings with account teams - 15% of the overall time
• Advanced Excel Skills • Data Analysis • Process Development • Requirements Gathering • College Degree • 3 – 5 years experience managing quality programs • COPC Certification Preferred
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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Job ID: R0007497
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