Quality Assurance Supervisor - DaBella
Dallas, TX 75244
About the Job
Description
DaBella Quality Assurance Supervisor
Location: 4835 Lyndon B Johnson Fwy #1100, Dallas, TX 75244
Salary: Competitive salary based on experience ($45-55k)
Schedule: 7:30-4:00 PM M-F
DaBella is the leading home improvement company in the United States with a robust presence across more than 51 offices nationwide. We are dedicated to transforming home improvement services and are seeking a meticulous and proactive Quality Assurance Supervisor to join our dynamic team. This role will play a crucial part in ensuring the efficiency and quality of our call center operations, overseeing a team of Marketing Coordinators.
Responsibilities:
- Develop and implement quality assurance policies and procedures for the call center.
- Conduct regular audits and reviews of Marketing Coordinators' activities to ensure adherence to company standards and protocols.
- Monitor call center performance metrics such as call handling times, customer satisfaction scores, and adherence to scripts.
- Provide constructive feedback and coaching to Marketing Coordinators based on audit findings.
- Collaborate with the Call Center Manager and Chief Marketing Officer (CMO) to identify training needs and develop training programs for Marketing Coordinators.
- Analyze data from quality assurance audits to identify trends, areas of improvement, and opportunities for operational efficiency.
- Prepare and present detailed reports on call center performance and quality assurance metrics to senior management.
- Coordinate with other departments, such as Marketing and HR, to ensure alignment of quality assurance initiatives with overall company objectives.
Qualifications:
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field preferred.
- Proven experience (3+ years) as a Quality Assurance Supervisor or similar role in a call center environment.
- Strong understanding of call center operations, including call flow, scripting, and performance metrics.
- Exceptional analytical skills with the ability to interpret data and trends effectively.
- Excellent communication skills, both verbal and written, with the ability to deliver feedback in a constructive manner.
- Detail-oriented with strong organizational and time management skills.
- Proficiency in Microsoft Office Suite, especially Excel, and experience with CRM software and quality assurance tools.
- Ability to work collaboratively in a team environment and interact effectively with all levels of staff.
- A proactive mindset with the ability to thrive in a fast-paced and dynamic work environment.
Benefits:
Employees and their families are eligible to enroll in:
- Medical, Dental, and Vision
- Health Savings Account (HSA)
- Company Sponsored Life Insurance
- Supplemental Life Insurance
- Long-term and short-term disability
- Accident protection
- Employee assistance program - access to counseling services and other tools to improve work/family/life balance
- Pet Insurance for your furry family member
- 401k plan
- Additional Insurance Programs including:
- UHC Rewards
- Rally Health
- One Pass Select (gym membership subscription)
Additional Perks:
- VPTO (Volunteer paid time off) year-round incentives to give back to your local community
- Personal/Professional Development - we provide books, courses, and opportunities to attend leadership conferences
- Relocation opportunities to other branches across the nation
Each DaBella Employee receives:
- 80 hours of Paid Time Off annually with incremental increases
- 6 paid holidays during a calendar year effective day one of employment
If you are a results-driven individual with a passion for ensuring operational excellence and customer satisfaction, we encourage you to apply for the Quality Assurance Supervisor position at DaBella. Join us in our mission to redefine home improvement services across the United States.
To learn more about DaBella visit our website at www.DaBella.us
Source : DaBella