Manager Quality Assurance at Ruby Receptionists HQ

Overview

Join a growing team with a passion for providing world-class service. As the Quality Assurance Manager, you will develop the quality assurance program in partnership with the Services leadership team. You will hire, coach, and develop quality assurance specialists, provide performance trend reports to senior leadership, and make recommendations to help determine department priorities. If you are an innovative leader that enjoys building programs from a clean canvas, this would be a great role for you!

The Quality Assurance Manager will report to the Senior Director of Services and can be located remotely within our operating states, or from our downtown Portland, OR office.

What You’ll Be Accountable For

1. Hiring, coaching, and leading all Quality Assurance Specialists
2. Management and oversight of the Quality Assurance programs for assigned departments
3. Maintenance of quality systems in partnership with system admin
4. Coordinate Quality Assurance calibration and performance review meetings
5. Develop and implement quality assurance scorecards to achieve targeted performance measurement goals in support of business priorities
6. Overall ownership and accountability for the success of the quality assurance program
7. Initiate continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving targets
8. Maintain records, prepare QA reports in a timely manner and present information to a variety of audiences
9. Complete compliance audits as outlined in call recording policies and procedures
10. Drive operational improvements and quality performance through productivity measurement, staff coaching, and technology enhancements
11. Maintain constant flow of communication with necessary information from/to all leadership and cross-functional partners regarding quality assurance matters

Your Work DNA

• You have a track record of strong critical thinking skills and exceptional decision-making ability even in the face of complex problems
• Strong organizational, communication and leadership skills; able to drive performance through clear objectives and lead change
• Ability to balance and prioritize a demanding workload and adapt to changing priorities. You work well and maintain composure under pressure
• You have an eye for details and are attentive, accurate and focused in your work
• You take seriously the responsibility of upholding confidentiality relating to information on employees or the company. Acting with integrity is a non-negotiable for you
• You understand the impact your work has on others and hold yourself to a high standard of accountability and reliability
• A highly motivated self-starter, you think outside-the-box and enjoy challenging the status quo to drive positive change
• Collaborative team player with peers and leaders, with the ability to also deliver on objectives with autonomy
• You have exceptional written and verbal communication skills with a proven ability to tactfully direct and influence diverse audiences
• Ability to establish standards and best practices – developing policies, procedures, and workflows pertaining to quality assurance programs
• You understand the importance of a happy and inclusive work environment, while implementing employee engagement activities

Your Background

• 5+ years of management and/or leadership experience which includes a minimum of 2 years managing quality teams
• Experience in a contact center environment, including experience handling customer escalations and managing supervisors
• Knowledge and experience with quality programs, with experience using Calabrio Quality Management preferred
• Proficient in Microsoft Office applications (Word/Excel/PowerPoint)
• Experienced in establishing standards and best practices – developing policies, procedures, and workflows pertaining to quality assurance programs
• Experience in leading and growing a small operation to the next level preferred
• Education: bachelor’s degree preferred

About Ruby

Ruby is a U.S.-based live virtual receptionist company that creates meaningful and timely connections between our customers and their clients using our award-winning technology with our best-in-class services team.  Trusted by more than 14,000 small businesses, Ruby delivers personalized customer experience solutions 24x7, 365 days a year giving critical time back in the day to our small business owners so they can freely pursue their purpose, cultivating diverse and thriving local economies. 

Founded in 2003, Ruby has earned national and global recognition with honors such as a 2022 Gold Stevie awards for CEO of the Year and Customer Service Employer of the Year, designation from Fortune magazine as a Best Small Company to Work For in the U.S., inclusion in the Inc. Best Workplaces, repeat Great Places to Work rankings and 14 consecutive years as one of Portland’s Fastest Growing Businesses.  Ruby has over 700 U.S based employees. To learn more, visit ruby.com.