Overview
Position Title: Quality Assurance Manager
Company: Wayfair
Location: United Kingdom
Job Description:
The Quality Assurance Team is growing to support the growth of our Service teams, new channels and ambitious Market plans. We are looking for customer focused applicants who understand what makes a great customer experience and can inspire and motivate a team of QA analysts to leverage data and insights to understand and improve Customer Experience across all customer touchpoints.
Responsibilities:
- Provides tailored reports to Customer Service partners to drive targeted coaching and adoption of Quality Framework
- Coach and support team members to strengthen and evolve skills in root cause analysis and storytelling with data
- Identify procedural, knowledge and skills gaps and work cross functionally to launch quality improvement initiatives to address business needs.
- Drives continuous improvement in people, process, systems
- Manage and develop a team of Quality Assurance Analysts to deliver and drive business insights and recommendations
- Supports establishing and adopting the Quality Framework/processes in new sites
- Set QA compliance objectives and ensure that targets are achieved.
- Works with QA leadership to establish and implement Quality Framework best practice
- Partners with Customer Service Leaders to improve CQI (Contact Quality Index) metric
- Calibration lead across teams/sites
- Leads/supports projects to evolve the Quality Framework
Requirements:
- 5+ years experience in a similar role in a fast-paced contact centre and/or customer-facing work environment
- Proficient knowledge of Excel; with SQL and/or GBQ, Google Data Studio an advantage
- Experience in creating, measuring, analysing and delivering quality metrics and KPI’s
- Thrives in a dynamic, fast-paced data driven environment
- Excellent interpersonal skills, coupled with a strong ability to develop relationships, influence and challenge across levels
- Proven ability to create, develop and maintain a high performance, high standards team.
About Wayfair
Wayfair is the destination for all things home: helping everyone, anywhere create their feeling of home. From expert customer service, to the development of tools that make the shopping process easier, to carrying one of the widest and deepest selections of items for every space, style, and budget, Wayfair gives everyone the power to create spaces that are just right for them.
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