Quality Assurance manager
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Job Description
Air Culinaire Worldwide Job Description
HR Use Only
Position Title:
Quality Assurance, Training, and Procedures Manager
Job Code:
Division:
Guest Services
FLSA Status: Non- Exempt
Position Reports to:
Director of Guest Services
Salary Grade:
Last Revision Date:
January 2022
EEO Category:
Approved by:
Saverio Mongelli
Title: VP, Guest Service
Job Purpose:
The Quality Assurance Solution position ensures that the final product observes the companys quality standards by utilizing recording software through telecom communications. In general, these detail-oriented professional is responsible for the development and the detection and resolution of problems, upselling and client follow up potential as well as the delivery of satisfactory outcomes.
Under the direction of the Director of Guest Services, the Quality Assurance Solution position will be responsible to adhere to Air Culinaire Standard Operating Procedure (SOP) to meet both the demands of our clientele, as well as, performance expectations of Air Culinaire. The Quality Assurance Solutions individual will work with Guest Services, Operations, Finance and Marketing & Sales to consistently deliver an incredible experience to our clients within the Air Culinaire system.
Responsibilities and Associated Duties:
Accurately perform call monitoring by listening to and evaluating representatives for compliance with policies, procedures, and adherence to the company guidelines
Update and maintain call monitoring documentation
Maintain continuous job knowledge and awareness of company policies, and overall customer service etiquette requirements
Collect and compile statistical quality data
Analyze data to identify areas for improvement in the quality system
Produce monthly scorecards based on KPIs determine by Guest Services Leadership and provide to Contact Center Managers
Develop, recommend and monitor corrective and preventive actions
Prepare reports to communicate outcomes of quality activities
Identify training needs and develop comprehensive training plans to ensure all agents are educated and trained/retrained on new or complicated concepts
Facilitate training for new hires, as well as existing employees on new software, and/or new processes and procedures
Draft and prepare documentation detailing new processes; changes recommended, and changes implemented to existing processes
Organize and maintain process documentation in a manner that will provide ease of access to end users
- Read and understand the current Air Culinaire Employee Handbook
- All other duties as assigned by Guest Services Shift Lead, Manager of Guest Services, or Director of Guest Services and Caterlink
Key Competencies
- Attention to detail
- Communication skills - verbal and written
- Data collection, management and analysis
- Problem analysis and problem solving
- Planning and organizing
- Sound judgment
- Decision-making skills
- Customer service orientation
- Effective interaction with stakeholders
- Teamwork
Requirements
Knowledge, Experience and Skill Requirements:
- High School Diploma/Associate Degree Require
- Experience including Quality Auditor, Quality Improvement Associate, Six Sigma a plus
- Involvement with training new software implementations a plus
- Quality inspection, auditing and testing experience
- Experience with implementation of corrective action programs
- Product or industry-specific experience
- Strong computer skills including Microsoft Office
- Knowledge of tools, concepts and methodologies of QA and Training
- Experience in training individuals both in person and remotely
- Solid experience in effective usage of data analysis tools and statistical analysis
- Experience with Microsoft Dynamics or LS Retail a plus
- Knowledge of relevant regulatory requirements
Operational Demands
The demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Candidates must also agree to work in accordance to the Air Culinaire Employee Handbook and be able to travel in accordance with the current Air Culinaire Travel Policy if needed.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is required to use hands to type and to answer and dial telephones and fax machines.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Disclaimer: This position description highlights a general description of duties and responsibilities. Employee(s) may be assigned other duties, in addition to or in lieu of those described herein, and any duties are subject to change at any time, according to the needs of the location or Company.
Knowledge, Experience and Skill Requirements: High School Diploma/Associate Degree Require Experience including Quality Auditor, Quality Improvement Associate, Six Sigma a plus Involvement with training new software implementations a plus Quality inspection, auditing and testing experience Experience with implementation of corrective action programs Product or industry-specific experience Strong computer skills including Microsoft Office Knowledge of tools, concepts and methodologies of QA and Training Experience in training individuals both in person and remotely Solid experience in effective usage of data analysis tools and statistical analysis Experience with Microsoft Dynamics or LS Retail a plus Knowledge of relevant regulatory requirements Operational Demands The demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Candidates must also agree to work in accordance to the Air Culinaire Employee Handbook and be able to travel in accordance with the current Air Culinaire Travel Policy if needed. Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is required to use hands to type and to answer and dial telephones and fax machines. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Disclaimer: This position description highlights a general description of duties and responsibilities. Employee(s) may be assigned other duties, in addition to or in lieu of those described herein, and any duties are subject to change at any time, according to the needs of the location or Company.
Employment Type
Full Time
