Address
Form of workWhy Milan Laser Hair Removal?
When you're an ambitious professional you want to work with the best. Milan is currently the premier laser hair removal provider with plans to rapidly expand throughout the nation.
Because it's fun and progressive. We're not like other companies where you're just a number. We are seeking independent thinkers who can add true value to our team.
Because, benefits. Milan will take care of you with paid vacation, 401k, full health, dental and vision. Oh and free laser hair removal. You won't find that at other corporate gigs.
Because, growing is good. We're always expanding, improving and looking for people ready for a challenge. Our team members learn the business from the inside-out and as our business grows, the opportunities abound.
Job Summary:
Creates a culture of excellence and continuous improvement of KPIs within the Call Center and other Client Service departments by building a high-performing Q & A department through daily development of quality assurance processes and analyzing data to identify trends, patterns, and areas for improvement. Empowers team members to achieve their full potential and exceed performance metrics, while ensuring a focus on quality customer service and satisfaction.
Status: Full-time, Onsite
Location: Omaha, NE
Key Responsibilities:
Quality Assurance: Establish and manage quality assurance programs to ensure compliance with Client Services scripts and Best Practices to maintain world-class customer service and results. This involves conducting client communication audits, evaluating processes, and thoroughly documenting details of strengths and opportunities.
Data Analysis: Utilize and develop further data analytics tools and techniques to extract insights of patterns, trends, and anomalies. Analyze quality-related data to uncover root causes of quality issues and develop strategies for improvement.
Process Improvement: Collaborate with the VP of Client Services and other department Managers on opportunities for process optimization and efficiency enhancement. Use data analysis to drive evidence-based decision-making and recommend improvements to enhance Quality and customer satisfaction.
Reporting and Documentation: Prepare regular reports and presentations on quality metrics, trends, and improvement initiatives. Maintain accurate documentation of quality processes, procedures, and outcomes to ensure compliance and facilitate continuous improvement.
Scaling for the future: As Milan continues to grow rapidly, the amount of new hires will continuously grow. Dedicated time will be spent on analyzing behaviors of our new team members and finding specific ways to ensure their quality ramps quickly into their roles to ensure consistency in the client experience and overall success.
Team Leadership: Provide guidance, coaching, and mentoring to a team of quality professionals. Set clear goals, monitor performance, and foster a culture of continuous learning and improvement within the team.
Qualifications:
Preferred Qualifications:
Benefits Include:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.
Equal Opportunity Employer
When you're an ambitious professional you want to work with the best. Milan is currently the premier laser hair removal provider with plans to rapidly expand throughout the nation.
Because it's fun and progressive. We're not like other companies where you're just a number. We are seeking independent thinkers who can add true value to our team.
Because, benefits. Milan will take care of you with paid vacation, 401k, full health, dental and vision. Oh and free laser hair removal. You won't find that at other corporate gigs.
Because, growing is good. We're always expanding, improving and looking for people ready for a challenge. Our team members learn the business from the inside-out and as our business grows, the opportunities abound.
Job Summary:
Creates a culture of excellence and continuous improvement of KPIs within the Call Center and other Client Service departments by building a high-performing Q & A department through daily development of quality assurance processes and analyzing data to identify trends, patterns, and areas for improvement. Empowers team members to achieve their full potential and exceed performance metrics, while ensuring a focus on quality customer service and satisfaction.
Status: Full-time, Onsite
Location: Omaha, NE
Key Responsibilities:
Quality Assurance: Establish and manage quality assurance programs to ensure compliance with Client Services scripts and Best Practices to maintain world-class customer service and results. This involves conducting client communication audits, evaluating processes, and thoroughly documenting details of strengths and opportunities.
Data Analysis: Utilize and develop further data analytics tools and techniques to extract insights of patterns, trends, and anomalies. Analyze quality-related data to uncover root causes of quality issues and develop strategies for improvement.
Process Improvement: Collaborate with the VP of Client Services and other department Managers on opportunities for process optimization and efficiency enhancement. Use data analysis to drive evidence-based decision-making and recommend improvements to enhance Quality and customer satisfaction.
Reporting and Documentation: Prepare regular reports and presentations on quality metrics, trends, and improvement initiatives. Maintain accurate documentation of quality processes, procedures, and outcomes to ensure compliance and facilitate continuous improvement.
Scaling for the future: As Milan continues to grow rapidly, the amount of new hires will continuously grow. Dedicated time will be spent on analyzing behaviors of our new team members and finding specific ways to ensure their quality ramps quickly into their roles to ensure consistency in the client experience and overall success.
Team Leadership: Provide guidance, coaching, and mentoring to a team of quality professionals. Set clear goals, monitor performance, and foster a culture of continuous learning and improvement within the team.
Qualifications:
- Has directly overseen Quality Assurance and Analytics teams
- Strong written and verbal communication skills
- Comfortable creating and filtering reports in Salesforce, Excel, Smartsheets, and Google Drive
- Detail-oriented and proactive
- Ability to manage and prioritize time and tasks effectively
- Data Evaluation
- Lead a team efficiently
- Ability to solve problems quickly and efficiently
Preferred Qualifications:
- A bachelor's degree in a relevant field such as business administration, statistics, data science, quality management, or a related discipline is required.
- Has successfully created a Quality Assurance and Analytics team
Benefits Include:
- Medical, dental, vision, disability and life insurance with in 30 days
- Unlimited PTO - work with your manager and take time as needed
- 7 paid holidays that we are closed
- $50 cell phone stipend paid out monthly
- 401k retirement plan with vested 4% employer match after 90 days
- Career advancement opportunities + Culture/environment
- Employees and their spouse or legal partner receive free laser hair removal services
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.
Equal Opportunity Employer
