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Customer Experience - Manager of Quality Assurance

data watch systemsBethesda, MD

2 days ago

Occupations

Quality Control Systems ManagersQuality Control AnalystsSoftware Quality Assurance Analysts and Testers

Industries

Computer Systems Design ServicesComputer Facilities Management ServicesSecurity Systems Services

$75,000 per year

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About the role

Customer Experience - Manager of Quality Assurance The Customer Experience - Manager of Quality Assurance leads a team responsible for supporting onboarding & offboarding of accounts nationwide. This role ensures that onboarding & offboarding of accounts meet quality standards, providing real-time support to Technicians and the Customer Experience teams. The Manager will focus on process improvement, technician support, and quality assurance. Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294
Location: Bethesda, MD
Travel: This role does not require travel.
Salary Range: $75,000-$90,000/year
Team Leadership Manage and mentor the Installation Programming & Support team, ensuring efficient internal support for Install Technicians & Customer Experience Representatives.
Technical Oversight: Provide real-time assistance to technicians nationwide, assisting with installation challenges.
Quality Assurance: Develop standards and procedures to enhance service quality and consistency while Onboarding & Offboarding accounts.
Collaboration & Escalation Management: Work closely with Install Technicians and Customer Experience teams to ensure seamless installations and troubleshooting resolution.
Performance Monitoring/ Data & Reporting: Establish and track KPIs, monitor performance data, providing insights to improve service quality and efficiency. Establish and document quality control checklist for new installations and offboarding to ensure proper setup/decommissioning of accounts across multiple software applications.
Technology & Systems Oversight: Ensure proper utilization of support systems, recommending improvements as needed.
Education: Bachelor's degree preferred or equivalent experience in technical support.
Experience: Minimum 3-5 years of experience in field service, technical support, or Onboarding/Offboarding management. Industry Knowledge: Access control, security systems, Saas, or preferred technology-driven environments a plus. Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment. Experience with a multi-layer ticketing system for processing client requests.
Interpersonal Skills:
  • Excellent written and verbal communication skills for effective collaboration across teams.
  • Ability to work independently and proactively to address challenges.
  • Strong leadership and team management experience with a proven ability to collaborate across teams.
  • Ability to schedule and manage staffing to support Installation schedule.
  • Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
  • Exceptional communication and stakeholder management skills.
  • Choice of Medical Insurance plans
  • Dental Insurance
  • Vision Insurance
  • Medical and Dependent Care FSA Accounts 401K Plan with a discretionary employer match529 Plan Access
  • Employee Assistance Program
  • Commuter and Parking Benefit
  • Short-term Disability and Long-term Disability Insurance
  • Employer-paid 50K Life and AD&D Insurance
  • Voluntary Life Insurance for Employee, Spouse and Children
  • Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage
  • Annual performance Evaluation and salary adjustment consideration
  • Paid holidays, sick and vacation leave
  • Job-related tuition reimbursement

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JOB OVERVIEW

Salary

$75,000 per year

Experience level

Senior

Location

Bethesda, MD

Occupation

Quality Control Systems Managers

Industry

Computer Systems Design Services

Posted

2 days ago

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