Manager, Customer Service QA

Values & Innovation

At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

If you are a current Under Armour teammate, apply to this position on the Internal Career Site Here. 

Purpose of Role

The Customer Service Quality Assurance (QA) Manager leads a centralized quality assurance team including 2-3 Quality Analysts, responsible for driving a consistent and high level of customer satisfaction across the operation. The main objective for this role is to ensure that our athletes and brand fans have a premium customer service experience in every interaction with us. The QA function will observe, analyze, and evaluate interactions across multiple channels, including voice, chat, SMS, social media, and web to case forms, providing feedback to the operation on business-critical behaviors and mastery of competencies. This role will partner closely with all teams within Customer Service, Salesforce Service Cloud (SFSC) and Order Management System (OMS) partners, Voice of Customer (VOC) team, Distribution House, and other areas across the business on opportunities to drive improved customer experience and efficiency, delivering on the organization’s vision, mission, and Protect This House strategies.  This role is key to Under Armour’s goal of building a robust Customer Service organization that delivers best in class service and is a brand differentiator and competitive strength for Under Armour.
 

Your Impact

•    Leading a small team of Quality Analysts responsible for monitoring and evaluating consumer interactions with CSRs across channels.
•    Ensuring Quality Assurance Team’s targets for completed evaluations are met in a timely and accurate manner.
•    Developing forward looking strategies to improve customer experience, CSR experience, and cost efficiency. 
•    Partnering with Customer Service Supervisors and Managers on strategies to ensure KPI targets are met.
•    Partnering with Training and Technology on tools and systems enhancements to ease system navigation and improve contact handling efficiency.
•    Driving alignment on performance standards with Contact Center leadership team and Business Partner Outsourcer (BPO) leadership via ongoing facilitation of calibration sessions and feedback.
•    Developing and producing reports and presentations to share performance trends.
•    Partnering with Voice of Customer (VOC) team and utilizing insights from customer verbatims to drive improved experiences.
•    Performing root cause analysis to determine knowledge gaps and addressing these gaps through ongoing communications, and development and/or refinement of Knowledge Base Articles (KBAs)
•    Partnering with Training on initiatives and practices to build skills and talent.
•    Keeping abreast of Customer Service industry best practices for quality assurance.
•    Supporting Director in identifying opportunities and pursuing implementation of AI solutions for automation of basic quality processes.
•    Preparing monthly QA readout report and facilitating session to review results.

Qualifications

•    Strong interpersonal skills to build relationships both within Customer Service and with cross-functional partners.
•    Ability to provide ongoing feedback in a positive and constructive manner.
•    Analytical skills to identify trends, successes, and opportunities for improvement, at agent, team and center level.
•    Passion for driving consumer experience and developing team.
•    Ability to meet tight deadlines.
•    Technically savvy and able to quickly grasp new technologies and assess potential benefits.
•    Expert knowledge of contact center best practices.
•    Proficient in Microsoft office applications.
•    Knowledgeable of CSAT data collection processes.  Qualtrics experience a plus.
•    Innovative mind-set, adept at identifying and developing strategies to