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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in building and managing Quality Assurance functions, with a strong focus on enhancing customer and employee experiences across contact centers. Proven ability to lead strategic initiatives, optimize operational efficiency, and deliver results in a fast-paced environment.
Highest-signal resume keywords
Quality Assurance ManagementRelationship ManagementStrategic LeadershipAnalytical Problem-SolvingCustomer Experience Enhancement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Assurance ProceduresTesting MethodologiesAnalytics/ReportingProject ManagementOperational Efficiency Optimization
Soft Skills
Strong Communication SkillsConsensus BuildingInfluencing ResultsTeam CollaborationSelf-Starter
Industry Keywords
Phone Channel ExperienceCustomer Experience ImprovementOperational Impact ManagementBusiness AcumenService Delivery Facilitation
About the role
Key responsibilities & impact- Oversee operations of several functions or processes within the assigned team/unit
- Build a new, business-owned transactional Quality Assurance function from the ground up within USCC
- Perform transactional QA and quality testing, with some call monitoring
- Represent Shared Services in leveraging organizational capabilities for business-line strategic priorities
- Develop strategies enhancing integrated customer and employee experiences across contact centers
- Understand operational impacts of Digital changes and manage the evolution of the omnichannel experience
- Work with business partners to meet needs, negotiate requirements, and facilitate service delivery
- Act as SME or sponsor for key projects
- Provide insights from best practices and programs implemented in other phone-channel businesses
- Support project intake and identify and execute strategies to optimize operational efficiency
- Connect business and operational strategies across businesses, product partners, and support groups
- Develop strategic recommendations for short-, medium-, and long-term opportunities
- Build relationships with Contact Center leadership to identify opportunities enhancing customer experience, employee experience, and shareholder value
- Recommend, plan, and support cost-effective solutions improving CEI, sales revenue, customer commitment time, calls per hour, and average handle time
- Lead strategic initiatives for the North American Phone Channel
- Identify strategic opportunities and tactics that enhance business performance
- Collaborate with Operations, Process Improvement, Initiative Support, Compliance, Finance, and PMO partners
- Manage interdependencies among multiple project activities across implementation phases
Requirements
What you’ll need- 4 year degree or equivalent experience
- 7+ years of related experience
- Ability to navigate and leverage internal relationships and functional areas across the organizations
- Previous Phone Channel experience would be beneficial
- Strong Relationship Management capabilities and experience a desired asset
- Proven track record of delivering results through ambiguity
- Ability to deliver on multiple priorities and requests from multiple executive stakeholders in a fast-paced, dynamic environment
- Strong written and verbal communication skills
- Proven ability to impact and influence results
- Strong conceptual, analytical, and problem-solving ability
- Demonstrated business acumen to translate concepts and strategies into successful projects and day-to-day activities
- Excellent presentation skills
- Ability to manage by positive influence and work effectively with senior stakeholders
- Demonstrated customer focus and understanding of superior customer experience by phone
- Demonstrated excellence as a consensus builder, self-starter, and team player
- Experience managing a QA team of approximately 5–8 employees (preferred)
- Experience building or significantly enhancing a QA function from the ground up (preferred)
- Experience developing and maintaining QA procedures, testing methodologies, and scripts (preferred)
- Strategic leadership experience designing and implementing QA programs (preferred)
- Demonstrated ownership of QA strategy, governance, and execution (preferred)
- Analytics/reporting experience (preferred)
- Operations or audit experience (preferred)
- Occasional domestic travel
- Ability to perform sedentary work, multiple tasks, operate standard office equipment, sit, concentrate for long periods, and read, write, and comprehend instructions continuously
Benefits
Comp & perks- Variable compensation/incentive awards, including eligibility for cash and/or equity incentive awards
- Health and well-being benefits
- Savings and retirement programs
- Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO
- Banking benefits and discounts
- Career development
- Reward and recognition
- Regular career, development, and performance conversations
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
- Competitive benefits plan