New Balance Employment – Associate Manager Quality Assurance

Job Description:

The Associate Quality Assurance Manager role will ensure a consistent and positive experience for New Balance consumers and retailers that interact with our third party contact center. Work directly with our contact center partner to ensure quality standards are understood and achieved. Identify training, knowledge and process improvement opportunities and collaborate with cross functional teams to ensure agent facing content and knowledgebase are current and complete. They will also collaborate with cross functional teams to ensure consumer facing FAQs provide self-service options, when possible, and a consistent experience that supports our value of Total Customer Satisfaction is achieved at all consumer touch points.

Job Responsibilities:

• Lead role in designing, developing, and updating of coaching /monitoring tools to ensure alignment with company quality standards and value of Total Customer Satisfaction
• Conduct quality evaluation audits to ensure accuracy of feedback being delivered to agents by leadership and/or quality monitoring team
• Provide training and communicate expectations for quality service, documentation and process adherence to call center partner, including leadership and quality monitoring team
• Maintain and keep current the templates used to communicate with retail customers and consumers via email, SMS and chat
• Maintain and keep current the consumer facing FAQ repository for all North American websites
• Ensure all written communications provide consistent messaging to enhance the consumer experience
• Identify and communicate quality concerns, process/policy adherence issues, and customer complaints/escalations to call center partner
• Drive quality improvements, reduce errors and escalations to be measured by CSAT, QA and FCR
• Make recommendations for process changes or training based on identified trends
• Track, analyze, and report on issues and trends identified through KPIs

Job Requirements:

• Proven ability to independently handle complex situations
• Highly collaborative team player
• Strong problem-solving skills
• Strong process improvement skills
• Ability to multitask and prioritize
• Desire to be a change agent
• Strong organization, communication, relationship building, and presentation skills required

Qualification & Experience:

• Strong working knowledge of customer service and ecommerce Technology including but not limited to ERP, CRM & Knowledge, IVR, Chat
• Prior experience as a quality assurance coach, preferred
• 7+ years in a customer service role

Job Details:

Company: New Balance

Vacancy Type:  Full Time

Job Location: St. Louis, MO, US

Application Deadline: N/A

Apply Here

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