Field Quality Assurance Manager, ACES

In this role, you will provide guidance and support to associates within the Field Quality Assurance (FQA) organization. These managers are responsible for the organizational health of their team, developing effective hiring strategies, retaining top talent, growing their team's professional skills through development courses, maintaining diversity, and the overall quality and productivity of their associates.

• Key Responsibilities and Job Elements:
• - Analyze main metrics in weekly basis to develop improvement projects to maintain and achieve business goals
• - Hosting monthly 1:1s with associates to develop plans for professional growth
• - Managing SIM Queue and monitoring SLA on resolutions
• - Performance management and development of a team of T3 hourly associates
• - Complete regular deep dives on associate productivity and quality
• - Deliver training and guidance to FQAs; maintain a full understanding of FQA standard work
• - Committed to regular travel (~15%) across owned regions to engage with direct reports

Basic qualifications

• - High school diploma or equivalent
• - Experience analyzing metrics to implement business improvements
• - Experience with analytical tools and ability to dive deep into metrics and reporting
• - 1+ years of team management experience

Preferred qualifications

• - Speak, write, and read fluently in English
• - Experience Driving strategic meetings with senior executives to expand partnership priorities
• - Bachelor's degree
• - 2+ years of team management and performance experience
• - 1+ years of exceeding quota and key performance metrics experience

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