Installation Made Easy (“IME”) provides software and process management that enables retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience.

Call Center Quality Assurance Manager

We are seeking a skilled Call Center Quality Assurance Manager to oversee and ensure quality-of-service delivery in our call center operations. The ideal candidate will have strong communication skills, along with extensive experience in call center operations and quality assurance processes. The Quality Assurance Manager is expected to coach and build Call Center professionals to provide excellent customer service experiences to our PROviders, Customers and Retail Partners.

An ideal candidate for this role will be able to engage in productive teamwork and is experienced in providing constructive feedback to team members and peers, handling varying workloads, and helping establish strong teams. In this role you will own tasks from start to finish, as well as find ways to constantly improve the QA processes and customer service experiences. In addition, you will look for ways to improve efficiency, and understand how to build a rapport with customers and team members.

As the primary point of review for our customer service teams, this position is responsible for helping us provide an unforgettable customer experience via inbound and outbound phone, email, and chat channels. The candidate must be able to work independently in a remote environment.

Essential Functions:

  • Develop and implement quality assurance procedures to monitor and evaluate call center interactions in both English and Spanish.
  • Conduct regular audits of calls, chats, and emails to assess adherence to company policies and procedures. 
  • Provide positive, constructive coaching and feedback that strengthens the team member’s abilities to explain products and services in both recorded and real-time environments.
  • Score and review team member’s performance on both relationship-building and process execution.
  • Establish and keep professional development plans and schedules.
  • Coach, mentor, and train teammates.
  • Collaborate with team members and Call Center leadership to develop and deliver training programs focused on quality and customer satisfaction.
  • Create and contribute to a climate of teamwork and mission-focused task execution.
  • Perform other related duties as assigned

Minimum Qualifications: 

  • At least 2 years of experience as a Quality Assurance Manager in a call center environment  
  • Must have excellent communication skills both verbally and in writing
  • Experience with AI automation for scoring agent calls.
  • Background in call center roles, responsibilities, and operational execution
  • Exceptional organization and time management skills
  • Ability to maintain close attention to detail and accuracy.
  • Excellent coaching and mentoring skills with a focus on driving continuous improvement to various personality types.
  • Familiarity with call center service and selling techniques.
  • Proficient computer skills with the ability to learn new software.

Preferred Qualifications:

  • 3+ years of experience as a Quality Assurance Manager in a call center environment
  • Fluency in both English and Spanish, both written and verbal
  • Experience working with Five9 phone system and Five9 Virtual Observer Analytics 

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift 15 pounds at times.

Benefits to working with IME: 

  • 100% remote work environment
  • Employer provided equipment.
  • Medical, dental, and vision insurance
    • Health savings plan includes employer contribution to health savings account.
  • Medical and dental flexible spending accounts
  • Company paid basic life, short-term disability, and long-term disability insurance.
  • 401K plan with employer match
    • Company matches 100% of the first 4% of salary deferrals.
    • All contributions, including employer contributions, are 100% vested immediately.
  • Employee discount program for Electronics, Groceries, Travel, Entertainment, and more
  • Employee assistance program
  • Pay on demand.
  • Critical illness, hospital indemnity, group accident, and legal insurance
  • Paid time off.
  • And more!

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