Quality Assurance Team Lead

Job Description

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams . Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

Job Responsibilities

• Onboard, develop, and coach direct reports with overall responsibility for their performance
• Maintain and build positive employee relationships and morale
• Coordinate Call Center quality programs at an enterprise level
• Lead the effort on introducing speech analytics/artificial intelligence capabilities to the quality assurance program
• Cultivate an excellent relationship between BPO partners and Customer Operations leadership through regular calibration sessions
• Analyze trends and opportunities to improve customer experience and satisfaction on an ongoing basis
• Establish incentive and motivation techniques for analysts to utilize when handling quality assurance
• Partner with Customer Operations leadership to plan, develop, implement and evaluate quality assurance needs
• Write quality assurance policies and procedures
• Create proposals for areas of opportunity to procedures, systems, or Constant Contact products
• Recommend training solutions that can be integrated into existing training modules or in the development of new modules
• Demonstrate ability to influence people and lead with integrity
• Multi-task and make sound judgments in a fast-paced, high stress environment
• Create and own results for successful implementation of projects and/or process improvement plans
• Set prioritization of projects based on each project’s potential ROI
• Lead meetings, create/deliver presentations to leaders in Customer Operations and throughout the company
• Create Salesforce Requirement documents that include detailed use cases and user stories for any change requests. Partner with Salesforce Administrators to ensure appropriate understanding and creation of features.
• Maintain familiarity with product features and Customer Operations’ processes and resources to appropriately identify gaps for improvement and propose appropriate steps for a solution as a Subject Matter Expert

Job Requirements

• +5 years of experience within a call center environment; +1 year with Constant Contact preferred
• +2 years of previous Quality Assurance Experience
• +2 years of people management
• Ability to successfully coach and provide feedback to encourage and motivate individuals
• Ability to work effectively in a team oriented, high demand and fast paced environment while maintaining a professional and positive manner
• Demonstrated ability to work with minimal supervision, use of initiative and application of independent judgment
• Demonstrated organizational, detail orientation, prioritization and time management skills to meet tight deadlines in an environment of frequent interruptions and competing priorities
• Analytical skills; must be able to gather data in various formats, review and make solid recommendations which support the call center
• Solid communication skills to clearly and concisely express ideas verbally and in writing and to effectively interact with various levels of management in a calm professional manner
• Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the expectations of the organization and ensure needed business outcomes
• Ability to maintain a high level of confidentiality and work with highly sensitive data and information
• Demonstrated change management aptitude and ability. Takes a proactive role to bring about change, applying new ways to develop the business through improved management of people and processes
• Ability to translate diverse pieces of information into meaningful conclusions and results that are easily understood by others
• Solid understanding of Microsoft Office and GSuite products required; proficiency with tables, graphs, formulas, rules, pivot tables preferred
• Experience with Salesforce, Five9, Verint, QeyMetrics, and Google Sites

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Why You’ll Love Us:

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. To promote the safety of our employees, their families and our community, where permitted by applicable law, we require all new hires to be fully vaccinated against COVID-19 prior to their first day of work.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.