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We are looking for a Quality Assurance Manager to join our team and be responsible for monitoring Customer Service Representatives and Online Colorists by evaluating voice, email, chat and social contacts.
Reporting into the Sr. Director of Customer Service, the QA Manager will be responsible for supporting and monitoring quality methods, processes and procedures for the department. They will maintain an objective voice in helping maintain consistent and superior customer service through monitoring and assessing customer interactions, documenting agent performance strengths and weaknesses and highlighting immediate compliance issues.
-Implement and manage all contact monitoring forms and define department quality standards.
-Perform monitoring of all CS contacts and provide data and insights to the management team.
-Compile and track performance at a team and individual level.
-Provide actionable data to various internal groups as needed.
-Coordinate and facilitate call calibration sessions for the CS Management team.
-Collaborate with the Training Team on any trends, training gaps, or reoccurring issues.
-Prepare and analyze quality reports for Management staff review.
-Other duties as assigned.
-2+ years Call Center experience.
-1+ years in a Contact Center QA role.
-Excellent verbal, written and interpersonal communication skills.
-Outstanding customer service skills and dedication to providing exceptional customer care.
-Must be a self-motivator and self-starter.
-Focus on quality and customer service.
-Solid time management skills.
-Ability to multitask and successfully operate in a fast paced, team environment.
-Must adapt well to change and successfully set and adjust priorities as needed.
-Ability to uphold eSalon values and be a strong ambassador for the eSalon brand.
-Medical, Dental, Vision and Life Insurance Plans
-15 Days of Paid Time Off
-10 Company Holidays + 1 Floating Holiday
-Paid Parental Leave
-Monthly Catered Lunches
-Casual Work Environment
-Complimentary Color Services
-Authentic Work/Life Balance
Please reply with a current resume or visit esalon.com/careers to apply on our site.