QUALITY MANAGER, CUSTOMER SUPPORT

Quality Manager, Customer Support page is loaded Quality Manager, Customer Support

Quality Manager, Customer Support

locationsPeachtree Corners, GA, United States time typeFull time posted onPosted 8 Days Ago job requisition idJR 011489 You could say Brightree by ResMed is a technology company.

And thats true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry.

Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in usfor our wide-ranging solutions, our leadership, and our unmatched customer service.

Going to work each day and creating new ways to positively impact our customers businesses and the lives of patients is just what we do.

Because Brightree is, after all, about people.

To learn more about Brightree technology and solutions watch this short video by our CEO :

Quality Manager, Customer Support

Company Overview

You could say Brightree by ResMed is a technology company. And thats true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry.

Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in usfor our wide-ranging solutions, our leadership, and our unmatched customer service.

Going to work each day and creating new ways to positively impact our customers businesses and the lives of patients is just what we do.

Because Brightree is, after all, about people.

To learn more about Brightree technology and solutions watch this short video by our CEO :

Who we are looking for :

The Quality Manager, Customer Support is accountable for evaluating the experience between a customer and the support team representatives against predetermined standards of performance.

The manager in this role will be tasked with defining the quality standards, ensuring the objectives are met and driving change in the organization with a continuous improvement mindset.

Responsibilities

• Develop and maintain support quality standards
• Monitor and review inbound and outbound calls, email, chat and social media responses against the Companys support quality standards
• Identify the most effective way to evaluate performance
• Give actionable data and constructive feedback to support representatives
• Identify and address potential customer interaction issues
• Provide positive feedback when applicable to acknowledge and reward the behavior
• As needed, map the need for training and onboarding programs and initiate the projects
• Educate team on what can be done to ensure high scores, taking ownership of the call, avoiding dead airtime, and closing the call
• Contribute to the team culture in a positive manner
• Be an advocate for the customer and for the team
• Be an ally of the support representatives, a partner committed to supporting them and helping them succeed
• Contribute to a culture where goals are attainable, and targets are met
• Create reports that reflect support performance
• Participate in calibration sessions to maintain consistency in internal evaluations
• Monitor trends, such as month over month agent performance metrics and top missed points at the agent or team level
• Analyze all customer service metrics and how the teams performance affects those KPIs
• Create strategies to improve support KPIs
• Stay on top of industry trends to help optimize customer relations and outperform competitors
• Identify and implement tools targeted towards improving internal processes, identifying the quality of customer experience, and your businesss general performance
• Must have a strong understanding of the complex tasks within the support representative job function
• Maintain a thorough knowledge of all company policies, especially those that affect call-taking metrics or performance standards
• Be a part of a culture that has committed to growth and improvement across all lines of business and within all levels of an organization
• Work cross functionally with other department leaders to ensure that the objectives of the business are being met, outcomes are being delivered and foster collaboration and communication between support team members and other areas of the organization
• Provide monthly measurable data to leadership with Key Process Indicators (KPIs) on support processes to drive continual process improvement
• Monitor and drive performance of the team, and prepare relevant reports for senior management
• Participate in and be a valuable contributor to strategic business planning and workforce planning activities
• Translate the businesses short-, medium- and long-term strategy into deliverable objectives for the team
• Occasional travel

Skills and Qualifications

• Minimum of 3 years quality management experience in application support, SaaS customer support, or call center environment with people development responsibilities
• 5+ years of business experience
• Bachelors degree in finance, business, healthcare, technology or a relevant field strongly preferred; equivalent combination of education and experience will be considered
• Experience in HME, Home health or healthcare industry
• Proven track record of analytical skills
• Proven ability to work independently as a support leader providing strategic input to develop and grow the talent of the support staff
• Ability to work in a fast-paced, collaborative, customer-focused, project-oriented environment with the ability to own areas of the support team with minimal supervision
• Highly organized with the ability to manage and drive change
• Demonstrated experience managing customer service process improvements with measurable positive outcomes
• Possess a passion for customer service, exceeding goals, and leading change management
• Ability to retrieve, document, interpret and analyze data to derive key insights, trends and process improvement recommendations
• Experience working with a remote workforce
• Excellent coaching skills

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Joining us is more than saying yes to making the world a healthier place. Its discovering a career thats challenging, supportive and inspiring.

Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates.

If this sounds like the workplace for you, apply now!