What are the responsibilities and job description for the Quality Assurance Manager for Customer Experience position at Orion180?
WHO WE ARE:
At Orion180, we don’t just stand out for what we do - we shine because of how we do it. By integrating cutting-edge, proprietary technology, innovative solutions, and compassion for serving our customers, we are redefining the insurance experience. Our vision is to be the global premier provider of insurance solutions. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products.
Orion180 is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Dallas, Texas location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.
Join Our Team as a CX Quality Assurance Manager!
Are you an experienced leader with a knack for elevating customer service through meticulous quality standards? We seek a CX Quality Assurance Manager to join our dynamic Customer Experience Team. In this key role, you will develop a five-star quality assurance program that meets and exceeds our customers' service expectations.
WHAT YOU’LL DO:
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Design & Implement Quality Programs:
Develop and manage a structured quality monitoring program that assesses agent performance across all customer interaction channels (phone, chat, email, SMS). -
Analyze & Improve:
Analyze call trends, customer feedback, and quality scores to drive continuous improvement in service delivery. Utilize tools like Nice inContact to track trends, identify training needs, and implement improvements. -
Conduct Process Reviews:
Perform regular process audits to identify performance or compliance gaps, ensuring that our operational, security, and safety protocols are consistently met. -
Lead & Mentor:
Train, manage, and guide a small team of Quality Analysts, empowering them with the insights and techniques needed to excel in performance monitoring and customer interaction. -
Collaborate with Leadership:
Work closely with senior leadership to align quality assurance programs with business goals and regulatory requirements. Develop and present comprehensive quality scorecards, agent performance reports, and actionable insights.
WHAT WE’RE LOOKING FOR:
- Experience: At least 5 years in managing customer experience quality assurance, preferably within the insurance industry.
- Expertise: Proven experience in quality monitoring, coaching, and performance improvement, focusing on omnichannel contact centers.
- Technical Proficiency: Hands-on experience with quality management tools such as Nice inContact or similar platforms.
- Analytical Mindset: The ability to interpret QA data, identify trends, and provide data-driven recommendations for continuous improvement.
- Multi-Site Coordination: Prior experience managing quality processes across multi-site contact centers is highly preferred.
- Travel: 25% needed depending on situation between Dallas, TX and Melbourne, FL
WHAT’S IN IT FOR YOU:
- Dynamic Environment: Be part of a fast-paced, collaborative, and innovative team where your contributions make a real impact.
- Career Growth: Enjoy opportunities for professional development and advancement within a supportive company culture.
- Flexibility: While our work schedule is structured, we value flexibility and teamwork, with extended hours as needed to meet project demands.
If you’re excited to join a company that values innovation, teamwork, and your technical expertise, we’d love to hear from you. Take the next step in your IT career and help us keep our technology running smoothly!
Apply Now and Become a Key Player in Our Success Story!
If you need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at (321) 218-2473 or HR@orion180.com.
Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
