Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper.
We never stop working to find new, innovative ways to make that possible.
Qualifications
- Prior experience working in a call center environment . Knowledge of call center technologies - things like phone systems, CRM software, call recording systems, etc.
- Strong Communication skills - Ability to communicate effectively across different teams and levels of the organization to influence stakeholders, drive change and share program updates.
Strong written and verbal communication skills.
- Ability to analyze complex data, identify trends and opportunities for improvement. Skills to translate analysis into clear insights and recommendations.
- Project management - Skills to manage multiple initiatives, set goals, develop project plans and timelines, track progress and adapt as needed.
Ability to prioritize and manage competing demands.
- Leadership - Ability to motivate and rally teams around a common goal. Skills to build alignment, gain buy-in and drive continuous improvement in service quality.
- Collaboration - Work cross-functionally with various teams like Partners, Service Delivery, Design & Analytics. Build relationships, consensus and shared goals.
- Problem-solving - Identify root causes of issues, develop innovative solutions, and implement process improvements.
Responsibilities
- Manage quality assurance and quality control programs for the call center and be the single point of contact for quality program at Intuit while working closely with cross functional stakeholders including Service Delivery, Design, Analytics, L&D and Partners
- Analyze call center performance data and metrics to identify opportunities for improvement
- Stay current on industry best practices and regulatory requirements related to call center quality management
- Influence stakeholders and manage competing priorities to drive continuous improvement in quality, efficiency and customer experience
- Serve as subject matter expert on call center quality standards, compliance, and performance
- Prepare reports and present recommendations to senior leadership on quality program business reviews and opportunities
- Ensure adherence to quality standards, service level agreements, and KPIs across all call center operations
- Lead projects to optimize quality assurance program, processes, and technologies
- Manage vendor relationships related to call center quality programs / tools
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