Customer Support QA Manager Job at Gabb, Inc.
All About Gabb
Gabb Wireless is a fast-growing and industry-leading technology company located within the Silicon Slopes in Lehi, Utah. We started in 2018 with the mission to provide a safe tech option for families within this digital age.
Here at
Gabb, our mission is threefold:
protect kids, connect families, and encourage life beyond the screen. We have created safe tech products and a cellular network all designed for children. Our products include phones, a new watch, and more products in the works.
We are a mission-driven company with a passion for people and culture. We believe in the importance of having a work-life balance and working hard and playing hard. Come join the mission!
What You'll Do
At Gabb Wireless, we strive to provide exceptional customer support to our customers, and our Quality Assurance team helps us ensure we give consistent and high-quality service to all.
As the QA Manager within Gabb's Customer Support department, you will lead a growing team of Quality Analysts and oversee the continual improvement of the quality processes, standards, and best practices. Essential responsibilities include:
- Hire, manage, and develop Quality Analysts who are passionate about high-quality customer service and educating customer support representatives on best practices
- Establish best work practices and standards and coordinate quality assurance activities across teams to meet business and customer needs
- Monitor effective quality calibrations and testing techniques to assess employee's performance
- Act as a resource to the Operations and Training departments, identifying department trends and providing information on training opportunities
- Partner with department leadership to deliver consistent feedback regarding customer interactions
- Compiles weekly and monthly monitoring reports, summaries, and analyses for stakeholders
- Analyze quality gaps, identify needs affecting performance, and formulate appropriate recommendations for on-going performance improvement and feedback
What You'll Need
- 2+ years of experience working on quality and/or training teams in a call center environment
- Deep understanding of quality assurance best practices and high-performance quality programs
- Prior experience forecasting headcount and hiring personnel
- Ability to adjust to large changes in workload and adapt to business needs
Why You'll Love Gabb
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Mission driven to protect kids and make a difference in the world
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Work-life balance with generous PTO, flexible/hybrid schedules, and more
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Generously covered insurance premiums
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Energetic and collaborative company culture (plus the coolest coworkers around)
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Fast-paced startup environment with room for career growth
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A fully stocked break room with endless snacks and drinks
Please Note :
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