Quality Manager

Website asurion Asurion

Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.

The Quality Manager is a professional of high ethical standards who will work diligently to complete their duties while keeping objectives of the business in mind. This Manager will ensure Quality initiatives and standards are implemented and upheld through collaboration on the constant assessment, development, and implementation of Quality scorecards, systems, and best practices. This position serves as an expert of Customer Solution Quality, procedures and initiatives and a liaison to partnership teams through a quality lens.

DUTIES & RESPONSIBILITIES:

  • Lead a team of on-site and remote Quality Coaches, who oversee teams of Quality Analysts, spanning multiple domestic, and potentially international, geographies
  • Partner with stakeholders to develop and implement performance measurements to track and project performance and its impact on the customer experience
  • Provide ad-hoc facilitation, strategy sessions, and training on new Quality systems, scorecards, and procedures
  • Recruit, evaluate, and develop a team of Quality Coaches and Analysts; coordinate and execute ongoing technical training and personal development for direct reports
  • Continually improve reporting to best identify quality and customer interaction trends
  • Build processes to measure and communicate short-term and mid-term impact on effectiveness of quality initiatives as well as business KPIs
  • Deliver and exceed Quality KPIs
  • Collaboratively (with stakeholders) gather feedback to identify needs, improvements or changes to the quality programs and listening sessions
  • Coordinate and facilitate in-person and virtual training to ensure proper dissemination of Quality initiatives throughout all levels of the organization
  • Lead client-facing and internal listening sessions that showcase a high standard of customer experience
  • Effectively calibrate with internal stakeholders to ensure we are aligned to Quality standards
  • Autonomously manage day-to-day Quality operations to include personnel, internal calibrations, observations, and new training

EXPERIENCE:

  • Experience leading and collaborating cross functionally
  • Strong executive presence and professional networking ability
  • Strong business acumen and ability to lead by the Asurion leadership principles involved in planning and coordination of people and resources
  • Strong relationship building skills and proven ability to influence others through collaboration with key stakeholders
  • Capable of working in an autonomous, fast paced environment while ensuring priorities and deadlines are met to standard
  • Successfully manage multiple projects concurrently
  • Previous quality experience preferred

DESIRED QUALIFICATIONS:

  • Bachelor’s Degree OR equivalent combination of education and experience
  • 2+ years’ experience with analytical duties including tracking and managing data
  • 2+ years’ people leadership experience preferred
  • 3+ years’ quality assurance experience in a call center environment preferred
  • 2+ years’ experience with administrative duties including submitting IT tickets and managing data

To apply for this job please visit careers.asurion.com.

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