Quality Experience Manager Infusion Software

Job Description

The Quality Experience Manager (QEM) will be responsible for all aspects of Infusionsoft's customer experience quality program. This includes observing and scoring phone calls for call quality and providing coaching, training and feedback for those calls observed. The QEM is also responsible for management of Infusionsoft's Net Promoter Score (the method we use to track customer satisfaction) as well as our process for responding to feedback from our customers. It is critical that the QEM have excellent analytical skills to be able to identify and synthesize process improvement opportunities and deliver critical training based on observing calls and reviewing all methods of incoming customer feedback.

Responsibilities Include:

o Work with managers to identify and standardize key processes and procedures.
Provide ongoing training to our customer facing employees
Create an employee certification program for each customer-facing department and work with managers ensure certification goals are met
Regularly observe and score phone calls for call quality
Lead and manage a team to hit and exceed company goals for Net Promoter Score
Provide timely and relevant feedback to team members and management to resolve customer issues

Minimum Qualifications:

Solid leadership and interpersonal skills to provide timely and relevant feedback to team members as well as the ability to use those skills to resolve customer issues where required.
Ability to lead and manage a team to hit and exceed goals for Net Promoter Score
Dynamic individual with an ability to lead and motivate behavior without direct management authority
Ability to work collaboratively with team members and management throughout the organization to identify and address training and procedure improvements identified.
Strong written and verbal communication skills
Ability to lead and manage a team to hit company goals
Excellent time management, analytical and decision making skills
Strong organizational abilities to manage the flow of information and multiple projects and tasks at one time
Self-starter with ability to work independently
Proven track record of hitting deadlines and completing all requirements
Must be highly organized and detail oriented.
Candidate must be well versed in all Microsoft Office applications with a strong knowledge of Access, Excel, Word and PowerPoint
Ability to succeed in a dynamic customer service environment

Ideal Qualifications:

Advanced Excel skills including the use of complex formulas, pivot tables, conditional formatting, Functions such as vlookup, graphs & charts
History of success in working with customers in customer service.
Familiarity with Net Promoter Score
Six Sigma, Green Belt Certification or higher
Experience operating in successful Quality Management System environment

Travel

Very Little (2%)

Location:	2065 W. Obispo Ave. Suite 103 Gilbert, AZ 85233 United States