Field Quality Assurance Manager, ACES
Summary
The Field Quality Assurance Manager leads a team of associates to ensure organizational health, productivity, and quality standards. The role involves analyzing performance metrics, managing professional development for direct reports, and overseeing operational SLAs.
In this role, you will provide guidance and support to associates within the Field Quality Assurance (FQA) organization. These managers are responsible for the organizational health of their team, developing effective hiring strategies, retaining top talent, growing their team's professional skills through development courses, maintaining diversity, and the overall quality and productivity of their associates.
Key Responsibilities and Job Elements:
- Analyze main metrics in weekly basis to develop improvement projects to maintain and achieve business goals
- Hosting monthly 1:1s with associates to develop plans for professional growth
- Managing SIM Queue and monitoring SLA on resolutions
- Performance management and development of a team of T3 hourly associates
- Complete regular deep dives on associate productivity and quality
- Deliver training and guidance to FQAs; maintain a full understanding of FQA standard work
- Committed to regular travel (~15%) across owned regions to engage with direct reports
Key Responsibilities and Job Elements:
- Analyze main metrics in weekly basis to develop improvement projects to maintain and achieve business goals
- Hosting monthly 1:1s with associates to develop plans for professional growth
- Managing SIM Queue and monitoring SLA on resolutions
- Performance management and development of a team of T3 hourly associates
- Complete regular deep dives on associate productivity and quality
- Deliver training and guidance to FQAs; maintain a full understanding of FQA standard work
- Committed to regular travel (~15%) across owned regions to engage with direct reports