Who we are: ManhattanLife Insurance and Annuity Company was founded in 1850, the Company's longevity makes it one of the oldest and most reliable health and life insurance companies in the country. Operating successfully for 174 years is a testimony to ManhattanLife's enduring history, and an indicator of the reliability of our future. ManhattanLife's headquarters are in Houston, TX and the company is continually growing with multiple office locations nation-wide. ManhattanLife offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans. We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development (LOMA testing) and a company-wide wellness program.Scope and Purpose:We are seeking a highly skilled and experienced Customer Service Quality Assurance Manager to oversee our customer service training and call quality evaluation programs. The ideal candidate will ensure that our customer service representatives deliver exceptional service and adhere to our quality standards. The Customer Service Quality Assurance (QA) Manager will be a strategic thinker who challenges the status quo and identifies opportunities for improvements that drive efficiencies and service optimization. The QA Manager will have frequent interactions with other members of management that oversee call center operations. Duties and Responsibilities:
- Training and Development:
- Design, implement, and manage comprehensive training programs for new hires and ongoing training for existing staff.
- Conduct training sessions and workshops to enhance the skills and knowledge of customer service representatives.
- Evaluate the effectiveness of training programs and make necessary adjustments to improve outcomes.
- Quality Assurance:
- Develop and maintain quality assurance standards for customer interactions.
- Conduct regular call quality evaluations to ensure compliance with company policies and procedures.
- Analyze call quality data and provide actionable feedback to customer service representatives to improve performance.
- Team Management:
- Lead and support a team of quality assurance specialists and trainers.
- Set performance goals and conduct regular performance reviews.
- Provide coaching and mentoring to team members to foster a positive and productive work environment.
- Reporting and Analysis:
- Prepare and present reports on training and quality assurance activities to senior management.
- Use data and metrics to identify trends and areas for improvement.
- Implement process improvements based on analysis and feedback.
- Complete special projects and tasks as assigned.
Minimum Qualifications: Bachelor's degree in Business Administration, Management, or a related field. Knowledge, Skills and Abilities:
- At least 3-5 years of experience in a call center quality related role, with a focus on training and quality assurance.
- At least 3-5 years of call center supervisory experience, demonstrating strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in using call center software and quality monitoring tools.
- Ability to analyze data and make informed decisions.
- Certification in quality management or training (e.g. Six Sigma, Train-the-Trainer) preferred.
- Experience with remote training and quality assurance processes preferred.
- Knowledge of industry best practices and emerging trends in call center operations preferred.
Travel Requirements:This position may require light travel within a ten-mile radius from one office location to another as needed. Professional Development:Establish annual objectives for professional growth.Keep pace with developments in the discipline.Learn and apply technologies that support professional and personal growth.Participate in the evaluation process.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type, and use mouse; reach with hands and arms and talk and/or hear. The employee is required to sit for extended periods of time. The position may require lifting, pulling or moving items weighing upwards of 10 pounds as it relates to office or desk supplies.Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee regularly works in an office environment. This role routinely uses standard office equipment such as computers, phones via WebEx, physical phone while in office, and photocopiers when necessary.Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to the job at any time without notice.AAP/EEO Statement:ManhattanLife prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status. EOE Employer/Vet/Disabled. ManhattanLife values differences. We are committed to fostering an environment that attracts and retains a diverse workforce. With individuals from a variety of backgrounds, ManhattanLife will be better equipped to service our customers, increase innovation, and reduce risks. We encourage the unique perspectives of individuals and are dedicated to creating a respectful and inclusive work environment.