Job Description:

The Purpose of Your Role

Director, QA will be responsible for directing the operations of quality assurance personnel; developing, implementing, and maintaining policies and procedures; establishing a quality assurance system and team that promotes customer satisfaction, achieving superior quality and reliability levels; establishing and maintaining an effective Quality Management System (QMS)

The Qualifications We’re Looking For

• Develop, implement, manage, and integrate a Quality Management System (QMS)


• Design, implement and document procedures for process control, process improvement, testing and inspection.


• Identify, assess, and incorporate best practices related to customer satisfaction attainment into annual improvement plans


• Knowledge of computer programs including but not limited to Microsoft Word, Excel, Outlook, PowerPoint,


• Excellent verbal and written communication skills


• Demonstrated Root Cause and Corrective Action/Problem solving skills


• Demonstrated ability to lead, supervise and manage employees in a team environment


• Ability to communicate with all levels of the organization


• Ability to be detail-oriented with strong quantitative analytical skills with an innovative approach to problem solving


• Ability to manage a budget


• Ability to implement policy and procedures


• Ability to prioritize multiple tasks and assignments to meet deadlines


• Ability to plan, organize, and coordinate complex work and maintain a high degree of accuracy


• Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.


• 5+ years of QA systems implementation and management experience


• 5 years of experience managing others


• Bachelor’s degree or equivalent years of work experience

The Competencies You Bring

Business Acumen, Individual Impact and Influence, Conceptual Thinking, Data Gathering & Analysis, Dealing with Ambiguity, Decision Making, Management & Organizational Awareness.

The Value You Deliver

• Perform root-cause analysis and other problem-solving activities to identify effective corrective actions and process improvements.


• Prepare and reports statistical data including but not limited to quality issues, trends, and losses to management.


• Partner with internal and external stakeholders and key business stakeholders to lead and drive related strategies


• Demonstrated past success at creating or leading a Quality Assurance or internal audit department and instilling a culture of continuous process improvement.


• Assist in developing the organizational strategy for Quality, focusing on developing and advising on future and current Quality Criteria to benefit from automated speech analysis


• Analyze KPIs and identify trends in conjunction with Business Intelligence to recognize areas for additional attention

 

About Liveops:

Liveops is a virtual call center offering an on-demand skilled workforce of onshore virtual agents for all customer service and sales needs.

With more than 20 years of experience offering flexibility, scalable talent, and meaningful work, Liveops has been improving the lives of its agents, clients, and employees by creating endless opportunity. Our virtual-flex model has enabled more than 400 organizations across service industries including retail, healthcare, insurance, tax, telecom, and government to trust Liveops to deliver a fully scalable enterprise workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Wisconsin

Legal authorization is required to work in the U.S. is required.  We will not sponsor individuals for employment visas now or in the future. 

Equal Opportunity Employer

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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