Quality Assurance Manager

ID
2020-17514
Category
Other Admin
Employment Type
Full-Time
Location : Location
US-GA-Tucker

Overview

Allgood Heating Cooling Plumbing and Electric is seeking a Quality Assurance Manager to join our team. 

Responsibilities

Manages and develops the Customer Service Department, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.
Manages and maintains a high call capture rate of all demand service calls by Customer Service Representatives.
Performs call evaluations and provides feedback and/or suggestions for improvement.
Researches complex issues and communicates with departmental personnel to resolve discrepancies.
Manages outbound telemarketing program to better market existing customer base.
Communicates with customers and departmental personnel via telephone, email, and/or written correspondence to answer inquiries and provide information.
Ensures that sales goals are attained by assisting in generating sales leads for products, equipment and services.
Prepares forecasts of future volume as well as analyses of current and past call volume.
Manages call slip volume to ensure adequate workload for technicians.
May assist departmental managers in tracking parts, providing customer repair estimates and other activities that affect daily operations.
Conducts customer surveys for quality assurance and generates reports for distribution.
Works closely with dispatching to ensure consistent communication of service information and appointments. May have overall management responsibility for the dispatch function and Other Duties as assisgned

Qualifications

 

JOB REQUIREMENTS

  • A minimum of 3 + years’ proven experience in a customer service position.
  • Proficiency in Microsoft Office and customer service software.
  • Outstanding written and verbal communication skills.
  • Good understanding of management practices and techniques.
  • Excellent leadership and interpersonal skills.

 

 

Join our winning team and apply today! 

All candidates are required to undergo a pre-employment drug screen, MVR and employment background checks.

ARS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

 

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