Quality Assurance Manager

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Requisition ID: 122774
Job Category: Operations
Location: United States-Minnesota-Mendota Heights-1500 Commerce Drive 55120
Posted Date: 11/21/2017 9:00:21 PM
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.                                                                                                                                                                                                                                    
JOB SUMMARY                                                                                                                                                                                                                                                                                                                     Responsible for developing, managing and coordinating Voice of Customer (VOC) data collection, integration and reporting.  Serves as leadership role in the design and implementation of customer experience data used for performance improvement.                                                                                                                                                                                      JOB RESPONSIBILITIES                                                                                                                                                                                                                                                                                                                       • Responsible for planning, execution and analysis of various customer experience survey projects and initiatives
• Identify ways to leverage customer feedback and tie it to key business metrics
• Executing on the direction of the call center in relation to the customer experience
• Executing specific projects, initiatives or programs that enhance the company’s ability to perform well in customer satisfaction
• Collaborate with key stakeholders to define and enhance the customer experience for the company and client
• Coordinate customer experience initiative and improve opportunities
• Identify methods to improve experiences and use the data to deveope corrective action
• Develop and manage key internal relations with site leadership, key client contacts and regional leadership of company
• Provide leaership and coordaintion of VOC related efforts across the enterprise
• Provide integration and combination of consumer preference information across functions to enable comprehensive understanding, outreach and response
• Provide strategic guidance based on analysis
• Coordinate with interdepartmental leaders to assist with secondary research and intelligence gatheriing in support of VOC analysis and remediation

OTHER RELATED DUTIES                                                                                                                                                                                                                                                                                                                      • Create best in class customer experience
• Other duties as assigned
JOB REQUIREMENTS                                                                                                                                                                                                                                                                                                           Minimum Education and Experience:
• Bachelor’s Degree, or equivalent educational degree
• 5-7 years previous experience in customer experience leadership role, preferably in a call center environment
• Experience collecting, organizing and analyzing data, including generating reports and using spreadsheet applications
• Experience in data management and/or auditing
Knowledge, Skills and Abilities:
• Comprehensive knowledge of assigned client program 
• Excellent communication skills including verbal and written skills are required.
• Significant knowledge working with Microsoft Office software (Word, Power Point, Excel, Outlook)
• Ability to be customer-centric champion
• Ability to be a solid relationship builder
• Aptitude for strategic thinking
• Ability to effectively organize work and priorities against deadlines
• Precise and detail-oriented
• Ability to develop and maintain effective working relationships with persons from other areas
• Ability to manage multiple tasks and priorities simultaneously

Work Environment:
• Constant work in a climate-controlled call center environment

Physical Demands:
• Frequent use of a computer and other office related equipment
• Constant repetitive use of hands and fingers
• Extended periods of sitting
Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
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