QUALITY ASSURANCE MANAGER jobs in Fayetteville, NC

QUALITY ASSURANCE MANAGER is responsible for the implementation of policies and procedures to ensure adherence to production quality standards. Monitors and audits process, material, and product testing against established standards and conducts a continuous analysis of quality defects and deviations. Being a QUALITY ASSURANCE MANAGER identifies deficiencies or gaps in testing activities and develops solutions to ensure adequate and robust quality processes. Optimizes processes to comply with existing and new regulatory requirements. Additionally, QUALITY ASSURANCE MANAGER typically requires a bachelor's degree. Typically reports to a director. The QUALITY ASSURANCE MANAGER manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a QUALITY ASSURANCE MANAGER typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Customer Service Quality Assurance Manager
  • First Bank
  • Fayetteville, NC FULL_TIME
  • Job Description

    Job Description

    SUMMARY :

    The position of Customer Service Quality Assurance Manager is responsible for managing compliance with First Bank quality standards on all contact channels in the Customer Service call center, developing and conducting soft skills training for both agents and supervisors, coaching all agents regularly, developing and executing development plans for agents in partnership with their supervisors, and performing other managerial tasks as needed.

    ESSENTIAL FUNCTIONS :

    Be familiar with the details of all required duties of team (including but not limited to Retail CSR I, Retail CSR II, Retail CSR III and Retail CSR Supervisor).

    Assist staff members with performing their duties as needed.

    • Training and coaching new hires / supervisors and all agents on an ongoing basis.
    • Update and develop internal procedures, policies and work processes as needed.
    • Assisting team members with complex issues and escalations.
    • Developing training materials on soft skills and Service Excellence for Customer Service.
    • Reinforce policy, procedure and regulatory requirements and changes to ready team members to ensure Service Excellence is provided consistently within the department.
    • Serves as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products.

    Keeps abreast of bank-wide changes and be able to communicate the impact to customers.

    • Recognize and evaluate the customer experience, keeping that in the forefront of all coaching.
    • Partner with the Customer Service supervisors and manager to evaluate agent performance and

    progress. Collaborate on agent development plans and communicate progress with team.

    • Provide, present and promote Service Excellence to all external and internal customers.
    • Reviewing procedures to find gaps and opportunities to add additional guidance for agents to

    exceed customer expectations. Update procedures and keep team updated as needed.

    • Rewarding and disciplining employees; addressing complaints and resolving problems to ensure a harmonious and productive work environment.
    • Following up with customers as needed when issues are identified during calls reviews that need to

    be resolved.

    • Participates in interviewing candidates for agent and supervisor positions as needed.
    • Manages the vendor relationship for ProcedureFlow.
    • Acts as a liaison with other Bank departments to ensure the CS Call Center stays abreast of all

    changes and updates in Bank Policies and Procedures.

    • Completes other training as assigned.
    • Completes annual compliance courses.
    • Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
    • Adheres to all levels of our Service Excellence standards.
    • Performs other duties as required.
    • Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data;

    Designs procedures as needed.

    • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
    • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.
    • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions;

    Includes appropriate people in decision-making process; Makes timely decisions. Escalates issues to management as appropriate.

    • Planning / Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.
    • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance;

    Monitors own work to ensure quality.

    Efficiency - Demonstrates accuracy and thoroughness; looks for ways to improve efficiency while balancing quality and service excellence;

    Applies feedback to improve performance; Monitors own work to ensure effective use of time.

    GENERAL QUALIFICATIONS :

    Knowledge & Experience :

    These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.

    Individual abilities may result in some deviation from these guidelines.

    Associate’s degree or the equivalent combination of education and experience. Work related experience should consist of duties in a business environment.

    Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.

    • Extensive knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
    • Excellent organizational and time management skills. Ability to work with minimal supervision.

    Ability to prioritize work and manage multiple projects simultaneously.

    • Extensive skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheets, web-based programs and specialty software programs.
    • Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions.

    Application of Active Listening to effect problem solving.

    Additional preferred skills include customer service, coaching, training, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking.

    Physical Demands / Work Environment :

    Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must have the ability to stand, walk, sit and use hands and fingers.

    Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.

    The environment is a professional office with standard office equipment.

    Cognitive Requirements :

    Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.

    Must be able to pay close attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.

    Must have the ability to exercise discretion as well as appropriate judgments when necessary.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    3 days ago
  • 28 Days Ago

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Assistant Food Safety & Quality Assurance Manager
  • Smithfield Foods
  • Clinton, NC FULL_TIME
  • Job LocationsUS-NC-Clinton Your Opportunity A great job and a great future await you at Smithfield Foods. As the world’s largest pork processor and largest hog producer in the United States, we’re a $...
  • 14 Days Ago

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Quality Plus Manager
  • Quality Plus/GOGAS owned by Quality Oil Company
  • Spring Lake, NC FULL_TIME
  • Duties include but are not limited to, daily paper work and bank deposits, hiring and training of all staff, inventory ordering, control, and stocking, cleanliness of inside and outside of property in...
  • 3 Days Ago

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Quality Plus Assistant Store Manager
  • Quality Plus/GOGAS by Quality Oil Company LLC
  • Laurinburg, NC FULL_TIME
  • Great Opportunities!! Safe Environment -- Flexible schedules -- Bi-weekly Pay - Full Benefits!! Position Summary Quality Plus Assistant Managers are responsible assisting in the overall operation of t...
  • Just Posted

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Quality Plus Assistant Store Manager
  • Quality Plus/GOGAS by Quality Oil Company LLC
  • Spring Lake, NC FULL_TIME
  • Great Opportunities!! Safe Environment -- Flexible schedules -- Bi-weekly Pay - Full Benefits!! Position Summary Quality Plus Assistant Managers are responsible assisting in the overall operation of t...
  • Just Posted

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TCL Quality Assurance Spec
  • Sandhills Center
  • West, NC FULL_TIME
  • A job description does not exist for the specified position. close
  • 20 Days Ago

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0 QUALITY ASSURANCE MANAGER jobs found in Fayetteville, NC area

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Radiologic Technologist
  • Firsthealth Of The Carolinas
  • Fayetteville, NC
  • Must be a graduate from an accredited school of radiology. ARRT registry required. Medical office experience preferred. ...
  • 3/28/2024 12:00:00 AM

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Fayetteville - Patient Services Representative - Military Spouses Welcome
  • Greenlight Connections
  • Fayetteville, NC
  • ACTIVELY SEEKING MILITARY SPOUSES AND VETERANS IN THE FAYETTEVILLE/FORT LIBERTY AREA FOR REMOTE PATIENT SERVICES JOB REP...
  • 3/28/2024 12:00:00 AM

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Insurance Representative
  • Transamerica Premier Life Insurance Company
  • Fayetteville, NC
  • The Insurance Representative is directly responsible for writing new quality business, conserving existing business, pro...
  • 3/28/2024 12:00:00 AM

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Team Member-Hope Mills location
  • Hwy 55 of Hope Mills
  • Fayetteville, NC
  • Hwy 55 is looking for folks with sparkling personalities and great hustle to join our team. Front and Back of House posi...
  • 3/27/2024 12:00:00 AM

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Research Development Specialist
  • University of Arkansas System
  • Fayetteville, NC
  • Current University of Arkansas System employees including student employees and graduate assistants need to log into Wor...
  • 3/26/2024 12:00:00 AM

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Site Manager-Fayetteville, NC
  • Care Access
  • Fayetteville, NC
  • What We Do Care Access is delivering the future of medicine today! Care Access has a revolutionary model that breaks dow...
  • 3/25/2024 12:00:00 AM

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(USA) Operations Manager - Floor - Receiving S5
  • Wal-Mart Stores, Inc.
  • Hope Mills, NC
  • Location HOPE MILLS, NC Career Area Business Operations Job Function Business Operations Management Employment Type Regu...
  • 3/25/2024 12:00:00 AM

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Human Resources Manager
  • Koch Davis
  • Maxton, NC
  • Provide leadership and guidance to business leaders to ensure that HR initiatives support the business objectives. Lead ...
  • 3/24/2024 12:00:00 AM

Fayetteville (/ˈfeɪətˌvɪl/) is a city in Cumberland County, North Carolina, United States. It is the county seat of Cumberland County, and is best known as the home of Fort Bragg, a major U.S. Army installation northwest of the city. Fayetteville has received the All-America City Award from the National Civic League three times. As of the 2010 census it had a population of 200,564, with an estimated population of 204,408 in 2013. It is the 6th-largest city in North Carolina. Fayetteville is in the Sandhills in the western part of the Coastal Plain region, on the Cape Fear River. With an estima...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for QUALITY ASSURANCE MANAGER jobs
$109,074 to $142,572
Fayetteville, North Carolina area prices
were up 1.5% from a year ago

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Whatever type of industry you work in, be it retail, health care, software, manufacturing or another industry, chances are that a quality assurance manager helps your business meet and exceed quality-control standards for your services and products.
December 23, 2019
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In larger companies, quality assurance managers usually lead an entire department or sector, and they hire employees as part of their duties.
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Having studied your organization in detail, you not only have an outstanding reputation within the industry, but you are clearly serious about setting and maintaining high Quality Assurance standards.
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