Customer Service Quality Assurance Manager

Access Medical Laboratories is the nation’s premier specialty diagnostic laboratory. We offer a broad menu of testing from blood, saliva and urine samples. Tests are performed at our 25,000 square -foot ultra - automated facility in Jupiter Florida. By providing high quality blood testing within 24hrs we are able to deliver the most up to date information with speed, mobility, and convenience.

Company culture is the foundation of Access Medical Laboratories. We continue to attract mission-driven and goal-oriented professionals to our organization, where each individual and team is recognized for their accomplishments. We place a significant amount of value on teamwork and mentorship, enabling each individual to consistently grow and develop. At Access, each team member has a sense of belonging, family and community. We enjoy coming to work every day in an environment where people feel empowered, understanding that each team member plays a significant role in providing peace of mind to patients nationally.

Job Summary

We are seeking a dedicated Customer Service Quality Assurance Manager to support Access in maintaining a consistent and high level of customer satisfaction across our team. The main objective for this role is to ensure that our clients always have an excellent customer service experience with each team member they interact with everyday.

Responsibilities:

• Establish and refine internal standards for support and call center quality assurance.
• Developing and implementing quality assurance policies and procedures across company departments.
• Improving training processes by identifying needs and organizing training interventions to meet quality standards and follow internal processes.
• Interacting with clients and establishing feedback mechanisms to gather feedback and improve customer service experiences.
• Investigating and resolving customer complaints related to quality assurance.
• Creating and presenting quality reports to the management team.
• Implementing and reviewing customer suggestions, CSAT scores and NPS.
• Evaluating the effectiveness of quality assurance programs and offering recommendations for improvement.
• Evaluate support engagements against predetermined quality benchmarks.
• Co-creating reward and recognition program to highlight top customer service specialists
• Additional tasks may be assigned at any time by management.

Skills & Qualifications:

• 7 years of experience as a Quality Assurance Manager or similar role in customer service required
• Proven track record of managing a team, improving customer service, and handling complex customer complaints is essential.
• High School Diploma required; Bachelor’s degree preferred
• Excellent understanding of quality assurance principles and customer service procedures
• Proficient in MS Office
• Working knowledge of CRM products (ie. Salesforce) and technologies for customer service and case management
• Strong problem-solving skills to identify customer service issues and develop effective solutions that improve customer satisfaction.
• Ability to monitor and evaluate customer interactions and transactions, analyzing data and trends to measure the effectiveness of customer service strategies.
• Interpersonal skills to build and maintain positive relationships with team members, customers, and other stakeholders.
• Excellent communication skills, both written and verbal
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Quality assurance: 7 years (Required)

Ability to Commute:

• Jupiter, FL 33458 (Required)

Ability to Relocate:

• Jupiter, FL 33458: Relocate before starting work (Required)

Work Location: In person

Salary : $80,000 - $90,000