QA & Content Lead, BPO Partner

QA & Content Lead, BPO Partner

The Quality Assurance and Content Lead for Storable Support will ensure that the 3rd party responsible for Supporting the Tier 1 team will have the proper amount of oversight and accountability to see that we are meeting the needs of our customers.

This role will focus on the training and quality of the BPO team in order to drive desired results measured via SLAs and KPIs determined by the Support Leadership as well as oversee and coordinate content creation for knowledge base articles that drive the team's ability to answer questions effectively.

 

Main Goals: 

Ensure that the partner is properly trained by overseeing hiring and training and that the teams are performing up to the agreed-upon quality KPIs.

• This will include working with the BPO to make sure that they have a robust hiring and training plan that changes with the needs of the business.

Attend weekly WBRs and Support Ops to maintain proper communication regarding the state of the BPO and their performance.

Work with the Storable Support Managers to ensure that SLAs are being met as well as gather feedback for ongoing process improvement.

• This will include the development of new knowledge-base articles as well as the upkeep of existing documentation. 

Ensure that Training and Knowledge Base articles are being sourced and created based on the needs of the team.

• This will include coordinating with a core team that creates the documentation as well as leadership teams of both Tier 1 and Tier 2.

What you will do every day:

Quality:

• Audit Partner phone calls, emails, and chats to ensure quality alignment with the partner and Tier 1 team.
• Be the subject matter expert, and give guidance while leading calibration sessions
• Complete audit the auditor sessions and provide feedback to the BPO quality team
• Ensure Partners and Storable are living up to our contractual agreement in regard to quality by meeting with them regularly and as needed. Utilize forward-thinking skills to be proactive in this area.
• Report, track, and implement improvements that maximize quality and knowledge within the Tier 1 scope of work.
• Maintains a quality plan for the call center operations, including quality standards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.
• Resolve any identified department quality issues and create training programs as necessary.
• Provide mentorship, oversight, and support to the evolution of quality programs and deliverables throughout the customer experience lifecycle.

Training:

• Assist the Tier 1 team with knowledge base articles and provide feedback to both Storable leaderships as well as Partner teams when applicable.
• Provide guidance and support in relation to knowledge base articles and training. 
• Monitor and evaluate the training program and trainer's effectiveness and success periodically and report on them
• Monitor and evaluate post-training mentor programs ensuring ramp to proficiency is maintained, and improved as possible
• Assist in delivering on internal and external policies, standards, processes, and templates for working with vendors.
• Collaborate with the training team to provide feedback on training outcomes and process changes.

Content:

• Assist a team of content creators by enabling them to create help articles and Absorb training courses for Tier 1 and Tier 2 support.
• Coordinate with Tier 2 leadership to ensure that the right content has priority.
• Schedule and develop the timing of training roadmap for Tier 1 and Tier 2 content.
• Ensure that knowledge base articles are being updated and edited in a timely manner.
• Work with Training Strategic Manager to apply Storable standards to new and existing training.

Operations:

Day-to-day contact for Support Partner Leads - assist with escalations from Storable in regards to the Tier 1 team.

• Work with Storable support and Partners to resolve pain points and or workflow issues.
• Recommend, scope, and implement changes to processes or systems to improve the efficiency, measurability, or effectiveness of day-to-day operations.
• Keep the Support leadership team regularly informed of Partner performance and critical issues 
• Keep Storable internal leadership notified as needed about changes and critical issues. Ie outages, capacity, attrition.
• Monitors and reports program performance against service level agreements and performance standards.
• Establish and maintain professional busi