What are the responsibilities and job description for the Quality Assurance Manager position at Fox Pest Control?
Are you ready to manage a team, and work in a great work environment? Come join Fox Pest Control as a Quality Assurance Manager! You will lead our QA team in maintaining audits and ensuring quality in all procedures and processes within the Inside Sales team. We need someone who has strong analytical skills, has the desire to lead a team, and is highly adaptable when taking on new projects. The QA Manager oversees much of the backend process for inside sales.
Who is Fox?
Founded in 2012, Fox Pest Control has experienced dramatic growth over the last several years, ranking on the INC 5000 list two years in a row and was awarded the Utah Business Magazine Fast 50 award in 2022. With over 30 locations across the country in 15 states, Fox's growth is attributed to its solid core values and mission to develop confident leaders and empower individuals to provide strong, outstanding service. We aren't just a pest control company that provides top-quality service. Our number one priority is to develop and strengthen lasting relationships with our employees, customers, and anyone else with whom we come in contact. By building up leaders and maintaining positive relationships with our customers, we work to make a difference in the lives of our employees and community. We focus on RELATIONSHIPS FIRST and SERVICE ALWAYS.
What We Offer
- Salary $50,000 DOE
- Medical, Dental, and Vision
- 401k with a generous company match & stock purchase plan
- PTO, holiday pay, sick leave, & bereavment
- Empowering and positive workplace culture
- Strong potential and room for growth with an Individualized Leadership Plan for every team member
- Paid hands-on training opportunities
A Day in the Life of a Quality Assurance Manager
- Manage a team of quality evaluators, providing leadership, guidance, and support.
- Conduct regular team meetings, coaching's, and Individual leadership plans.
- Foster a positive and collaborative team culture, encouraging professional growth and development.
- Develop and implement quality evaluation frameworks, standards, and guidelines.
- Work with inside sales leadership to design evaluation forms and scorecards to assess agent performance and adherence to protocols.
- Hold the team accountable to perform regular quality audits to ensure consistent evaluation practices and accuracy. Assist them when the team is behind.
- Analyze evaluation data to identify trends, patterns, and areas for improvement.
- Collaborate on big projects that affect overall customer experience.
- Collaborate with Inside Sales leadership and other relevant departments to identify process gaps and recommend improvements.
- Analyze customer feedback and call recordings at the macro-level to identify opportunities for enhancing service quality.
- Identify training needs and opportunities
- Implement quality improvement initiatives to help enhance overall customer experience and efficiency.
- Prepare regular and ad-hoc reports on quality evaluation results and performance metrics.
- Present findings and recommendations to inside sales leadership
- Track key performance indicators (KPIs) related to quality evaluation and agent performance.
- Utilize data-driven insights to identify areas of strength and areas that require attention.
- Complete other internal audits
What is needed to be successful?
- Strong understanding of contact center operations, processes, and customer service principles.
- Excellent analytical and problem-solving skills with the ability to interpret data and identify trends.
- Proven experience in managing and coaching a team effectively.
- Outstanding communication and interpersonal skills.
- Attention to detail and a commitment to accuracy.
- Proficiency in using software (Five9, Pestroutes, Microsoft Excel, G-Mail)
- Strong organizational and time management skills.
- High School Diploma/GED or higher
- Willing and able to promote a positive and uplifting company culture
- Leadership/Management experience preferred
- Office experience is a plus
- Sales experience is a plus
Equal Employment Opportunity: In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Fox Pest Control will be based on merit, qualifications, and abilities. Fox Pest Control does not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, marital status, age, disability, military service, veteran status, genetic information, or any other characteristic protected by law.
#FPC111
Salary : $50,000
