Quality Assurance Manager - ECO

Overview

Are you a Quality Assurance Manager who would like to have a positive impact for millions of people? If so, we may have an opportunity for you!

 

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

Responsibilities

• Improve customer service experience create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Qualifications

• Proven working experience as a Customer Service Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation.

 

Preferred Qualifications:

• Experience in continuous improvement and process improvement methodologies
• Experience overseeing a Quality Management system is beneficial
• Service Desk and/or Call Center environment experience required

 

Education:

• Bachelor's Degree in Computer Science, Engineering, or equivalent PLUS 10 Years of experience
• Eight (8) years of additional relevant experience may be substituted for education

 

Clearance: 

• The ability to pass a Tier 4/HIGH Background Investigation

 

Location:

• Remote, USA
• Monday - Friday (8:00 AM - 4:30 PM EST)

 

Pay Range:

• The pay for this position ranges from $52,730 to $69,500
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location
• Also, certain positions are eligible for additional forms of compensation, such as bonuses
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/