Manager, Quality Assurance

Why TrueAccord? TrueAccord, a wholly owned subsidiary of TrueML, is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process.  With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.
The Opportunity:
The Quality Assurance Manager provides valuable support to our customer facing teams, maximizing performance. The QA Manager is responsible for assessing, managing and overseeing a team of Quality Analysts (QAs) who validate the quality of the performance of our call center associates that serve our existing customers. In addition, the QA Manager will perform QA duties as necessary to back up the team in getting through monthly internal and external evaluations and analytics. 
The QA department monitors email responses as well as inbound and outbound calls to assess associates' demeanor, technical accuracy, collection effectiveness, and conformity to policies and procedures. You will assist in developing, creating and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed. You will partner with contact center leadership to support business priorities, identify training needs, recommend learning solutions and deliver content critical to the success of our teams. Additionally, you will analyze quality trends and own remediation efforts, supporting internal and external audit needs specific to customer interactions, and partnering with the Client Success (CS) team to support client relationships, calibration sessions, and other needs specific to the customer interaction.

What You'll Do:

• Lead the QA team to drive overall improvement in quality in the daily interactions between representatives and our customers
• Provide consultative partnership through collaboration with Call Center Leadership and the Training and Quality Department to identify skill gaps and recommend learning solutions.
• Support strategic objectives and provide input and content expertise on Learning & Development initiatives as required.
• Adhere to and enforces the program quality plan, Standard Operating Procedures (SOPs) and other governing documents that include service quality standards, quality scorecards, monitoring processes, coaching requirements, performance metrics assessment, and continual improvement actions.
• Participate in calibration activities and work collaboratively with contact center operations personnel to ensure consistency in quality service requirements.
• Analyze quality reports and participate in strategic planning sessions for continual service improvement
• Coordinate recording listening sessions as requested
• Report performance information through formal and informal reports that may be contractual deliverables.
• Represent the quality function to clients, serving as the primary point of contact for quality inquiries.
• Conduct process audits to confirm compliance with company policies.
• Monitor recorded calls and scoring for internal and external partners. 
• Lead the effort in testing the rollout of the SAT capabilities
• Work with the SAT to enhance the overall analytics of this tool
• Drive additional quality initiatives as required by key stakeholders throughout the year
• Other responsibilities and duties as needed

What We're Looking For:

• Bachelor’s Degree in Business or a related field required. Equivalent work experience may be substitute education.
• 4+ years quality assurance contact center experience
• 2+ years experience managing a small team
• Ability to prioritize and complete tasks within established contractual service levels requirements
• Organizational, teamwork, and customer service skills
• Highly effective oral and written communication skills
• Proficiency with Google Docs, MS Office Products: Word, Excel, PowerPoint
• Ability to work independently in a fast paced, changing environment
• Strong, positive, pro-active problem solving approach using business insights and company strategies
• Strong observation and diagnostic skills with ability to give candid and professional feedback and coaching to training participants
• Ability to easily adjust to changes in programs, content, an