Quality Manager

We are looking for a motivated specialist to assist with the company's efforts to ensure we have a world class customer service team. S/he will be responsible for developing, implementing, maintaining and continuously improving performance improvement programs designed to increase the efficiency and effectiveness of the global customer service teams as well as ensure quality standards are met. This role requires a proactive, motivated, organized, responsible candidate who is able to work well in a fast-paced, team-oriented and entrepreneurial environment.

Responsibilities will include:

• End to end Customer experience ownership for the Drake Software brand as well as quality end to end of customer service team, including the outsourcers.
• Work with the Drake Software's internal team as well as outsourced partners on performance improvement based on insights from customer surveys and internal QA analysis.
• Ownership of customer experience responsibilities across the customer service touchpoints i.e. phone, email chat and social media.
• Own and manage CSAT survey program end to end and establish feedback loop with the business.
• Develop and implement quality assurance policies and procedures for the call center to ensure high-quality customer service.
• Manage a team of quality control specialists responsible for monitoring and evaluating contacts to ensure that call center agents comply with established policies and procedures.

What We Seek:

• 10+ years of experience in Customer Service with at least 5 years of leadership roles in the areas of CSAT surveys and QA.
• Excellent analytical skills.
• Ability to motivate others and foster teamwork. 
• Understand different cultural sensitivities and their effect on training delivery.
• Self-motivated and thorough.
• Experienced at building effective client relationships through positive communications, honesty and trust.
• Not intimidated by technical interactions. The successful candidate must enjoy problem solving and be unafraid of technical solutions to ensure successful launch of training.
• Excellent written and oral communication.
• Target driven and proven self-starter with ability to deliver on targets without constant supervision.
• Ability to work in a fast-paced environment with a hands-on approach and demonstrated ability to multi-task and think creatively.
• Ability to manage multiple priorities and tasks.
• Strong organizational and analytic skills.

At Drake Software, we believe our work benefits from the diverse perspectives of our employees. As such, Drake Software welcomes and celebrates diversity and inclusion and is committed to equal-opportunity employment. At Drake Software, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions. 

Drake Software is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under federal or state law. Drake Software considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.