About this role
The Quality Analyst Team Manager looks after the overall activities of the program Quality Analyst (QA) Team that includes:
QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deploymentChampions program implementation of Continuous Improvement FrameworkOwn deployment and completion of QA delivery plan for the programObservations and Quality Analyst (survey) results to improve performanceImplement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returnsManage team productivity and effectiveness using a structured approach to manage performanceDeliver process-level insights to stakeholders and have expertise in data analysis using QAExecute people development initiatives for QA Specialists using standard practices and provide an opportunity for team members to constantly improveResponsible in communicating with all program stakeholders (clients/department heads and members) to represent QA Team Our most successful candidates have:
At least 2 years leadership experience handling a Quality team, including client managementCreativity, proactivity, and have a bias for actionExperience with marketing, organizational development, psychology, or customer experienceExceptional project leadership skills, an eye for details, and good-old-fashioned common senseExperience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirementAbility to inspire others to action and to influence without authority is absolutely necessaryAbility to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or designPassion for learning/learning agileExcellent written communication skillsGood computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, ExcelExceptional research skillsThe ability to exude a professional demeanor and appearanceAttention to detail and excellent organizational skills All your information will be kept confidential according to EEO guidelines.