Quality Assurance Manager (SDQ)

Position Summary: 

This role will support our client’s goals by coordinating and managing quality Analysts and associates to make sure we are following our Client's procedures, standards, and metrics by identifying areas of improvement. Is their responsibility to coordinate and prepare our quality team by developing strategies, and quality plans and managing the associates reporting to them. It will build coaching and feedback forms, and processes, and engage the team to create quality and training projections to overcome any opportunities.

Responsibilities:

• Design monitoring strategy and tools to ensure compliance with Client quality standards.
• Organize Quality models to project coaching and feedback needs.
• Organize Training schedule and ramp up KPI milestones for individual associates.
• Work closely with CX Team Leads to define quality standards and means of measuring (KPIs).
• Detect employee, and team risks before it becomes an issue.
• Provide feedback, coaching, and performance improvement plans to associates.
• Analyze the client’s quality development standards and ramp-up time to create an action plan to meet/exceed goals.
• Manage a team of 4-7 Quality and Training Associates.
• Provide the Operations and Quality team with procedure recommendations and solutions to enhance processes from a Quality standpoint.
• Coordinate training schedules, and internal conference rooms reservations, and manage training agenda.
• Foster a problem-solving environment demonstrating teamwork and innovation.

Required Skills/Abilities:

• Have the ability to present and/or communicate initiatives, results, and data.
•  Experience successfully managing and mentoring teams.
• Fully communicate both verbally and in writing in English and Spanish.
• Record of building and maintaining positive relationships with employees and partners.
• Understand how to build processes from scratch and implement them.
• Want to work in an extremely fast-paced environment (this is not your avg. 9-5).
• Can coordinate with multiple departments and levels to achieve results.
• Enjoy working on different projects each day and managing multiple tasks.
• Are seeking a place that will enable you to grow in your career! (It’s not where you start, it’s where you can go with our team!).

Education and Experience:

• 3+ years of experience as a Quality/Training Manager or equivalent in the BPO industry.
• Bachelor's degree in Marketing, Business Administration, Statistics, or related fields.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.