Quality Assurance Manager
DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we’ve been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners - all those for whom the status quo just isn’t enough. Our Fortune 200 Company continues to define the curve in television entertainment. We are always improving and extending our products and delivering greater value to people, including our workforce of 25,000 plus. Come explore the big picture with us!
Our 11 U.S.-based Customer Service Centers provide award-winning, world-class customer service to millions of customers, 24-hours a day, 7-days a week. Our Customer Service and Technical Service Representatives, as well as our Sales Representatives, strive to consistently delight our customers by providing them with quality experiences.
The quality assurance manager is responsible for motivating, supervising and supporting the quality assurance staff to ensure performance goals and objectives are met and maintained.
· Oversees and communicates quality performance objectives to quality assurance staff.
· Interfaces with other departments through written and verbal communications to resolve quality issues.
· Manages interdepartmental administrative functions.
· Provides leadership, guidance and direction to Coaches and Quality Improvement Teams.
· Demonstrates and ensures compliance with the Customer First philosophy.
· Meets or exceeds performance goals.
· Successfully completes mandatory new hire, continuing job skill enhancement and continuing sales and marketing/service training courses, as well as quality assurance calibrations.
· Communicates effectively with internal staff and external company customers.
· Engages in the typical responsibilities of a manager including planning, evaluating, controlling and tracking against goals, budget, and timetables.
· Travels, as required, to attend meetings and conduct company business.
· This position is responsible for the overall direction, coordination, and evaluation of this unit. Also directly supervises supervisory and non-supervisory employees.
· Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
· Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
· Other duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.
Bachelor's degree from four-year college or university; 5+ years related experience and 5 years supervisory/management experience and/or training; or equivalent combination of education and experience.
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