Overview Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive! As a Quality Assurance Manager you are responsible for the quality assurance and development of call center personnel in the areas of client deliverables and expectations including product information, sales, and customer service. Responsibilities You are expected to deliver new hire and ongoing training with an emphasis on customer service and sales skills, client product knowledge. Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance. Partner with clients in curriculum design and modification. Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives. Prepare lesson plans and course agenda for each training class. Conduct proficiency evaluations and certify trainees for the programs to which they are assigned. Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams. Analyzes statistical trends and formulates/implements action plans to drive continuous improvement. Identifies critical business operations that affect customer satisfaction. Enables the account to look at operations, quality and customer satisfaction in a different perspective through retrospective analysis. Support implementation of the necessary Training and QA processes, support structure and quality metrics in line with best-practices that drive performance. Drives continuous improvement through trend reporting analysis and metrics management. Coaches and mentors the Agent/Trainer/QA Analysts to ensure that the day-to-day quality requirements are met and exceeded. Provide leadership to Training and QA Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development. Qualifications Proven experience in a QA leadership position supporting a customer satisfaction-driven campaign At least 3-5 years of Managerial work experience in Quality Assurance Track record in designing and executing successful QA processes within sales or customer service operations. Advanced knowledge of QA concepts and methodologies Excellent communication and leadership skills Ability to plan, multi-task and manage time effectively with a track record of successful delivery. Strong writing and record keeping ability for reporting A keen eye for detail and a results driven approach Proficient in GSuite Amenable to work onsite