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Quality Assurance & Compliance Manager (Call Center)

| Austin

Description

 

Quality Assurance & Compliance (QAC) Manager

 

The Operations Shared Services division of LegalZoom.com delivers valuable insights, tools and services that enable our internal clients to provide an extraordinary customer experience. LegalZoom.com is seeking a Quality Assurance & Compliance (QAC) Manager to join our Operations Shared Services team.

 

We’re seeking a candidate with deep and diverse Quality Assurance acumen within the Contact Center environment. The QAC Manager will be responsible for the evolution of our QAC model, discovering operational improvement opportunities from observable data, managing the QAC team and the QA systems. The ideal candidate will be open the potential evolution of the role to meet the expanding array of QAC related objectives of the organization.

 

What you’ll do:

 

  • Provide quantitative and qualitative data to Operations leadership on customer facing activities to drive alignment with the desired LegalZoom.com brand experience
  • Work with Legal to ensure all activities conform with appropriate regulations and are in line with LegalZoom.com policies
  • Assess our existing QAC Model and identify opportunities for improvement.
  • Collaborate with internal partners to drive continuous improvement of the QAC Model
  • Partner with business stakeholders to share and take action on key insights
  • Use statistical methods to analyze performance measurements and assist decision makers in drawing correct inferences from the data
  • Teach, coach and guide the QAC Specialists
  • Provide analytical support for special projects, as needed
  • Identify platforms (technology) and processes that would support the continuous improvement of agent effectiveness and the customer experience

 

 

Qualifications:

 

  • Significant Quality Assurance experience and expertise in a contact center environment
  • Bachelor degree or 3+ years of relevant work experience in statistics, quality control, project management, etc.
  • Experience with QAC software (scorecards performance tracking, reporting)
  • Contact Center leadership experience
  • Skilled in complex problem solving, sound judgement, critical thinking and good decision making
  • Highly organized with an emphasis on accuracy and timeliness
  • Works effectively in a team environment
  • Strong oral and written communication skills
  • Highly adherent to professional ethics and confidentiality
  • Ability to quickly prioritize work in order to meet quick deadlines

 

LegalZoom is an Equal Opportunity Employer, dedicated to diversity

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Location

9900 Spectrum Dr, Austin, TX 78717

What are LegalZoom Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Perks & Discounts
Company Outings

Additional Perks + Benefits

Benefits are an important part of your total rewards package here at LegalZoom. We offer a competitive and comprehensive benefits package with various choices for your and/or family members’ welfare needs. We provide these benefits not only to support you through important events in your life, but also to enhance your life outside work and help you prepare for the future.

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