Quality Assurance Manager - Customer Call Center - Los Angeles

The Soyemi Group - Los Angeles, CA (30+ days ago)


Quality Manager Consultant – Los Angeles, CA

The Soyemi Group (http://www.thesoyemigroup.com) an Information technology (IT) and project management (PM) consulting firm, is seeking a Quality Assurance Manager to provide quality oversight services for Customer Service Operations in the Los Angeles, CA. The successful candidate will have strong quality control and assurance work experience in the customer service environment in public or private settings. The person must be very organized and work well with multiple priorities and deadlines.

Duties & Responsibilities

  • 3 years work in Call Center Operations and 2 years of quality assurance and oversight.
  • Lean Six-Sigma approaches and specialized training and certification in quality management experience desired
  • Track Quality Assurance metrics for all the process activities on an End to End base, providing reports to management.
  • Quality review of imaging documents, back office systems and operations plan.
  • Create and send comprehensive investigational reports for distribution to all departments for proper inter-departmental communication for a quick resolution.
  • Drive closure to gaps between actual results and goals - integrates and aligns the processes that will best achieve the desired results.
  • Strong interpersonal and relationship management, strong analytical skills and strong written and verbal communication skills.
  • Effectively interface with senior management and key stakeholders regarding work scope buy-in, deliverables, work status and issue management.
  • Lean Six Sigma training/experience certification required.
  • Position requires candidate to work on-site in the City of Los Angeles, CA.
  • Permanent residents or U.S. Citizens authorized to work in the U.S. for any employers and without sponsorship preferred.

Education Bachelor’s Required.

  • Lean Six Sigma certification (preferably from an American Society for Quality accredited institution).
  • If interested, please email your current resume in MS Word format.

Job Type: Full-time

Salary: $85,000.00 to $90,000.00 /year

Experience:

  • Customer Call Center Management: 3 years
  • Quality Assurance: 2 years
  • Six Sigma Green Belt: 1 year

Education:

  • Bachelor's

Location:

  • Los Angeles, CA