Position Title: Quality Assurance Manager
Department: Call Center Operations
Reports to: Call Center Manager
Location: Headquarters; Open to remote applicants.
About RealVoice
RealVoice is a leading hospitality technology company, specializing in services for hotels and vacation rentals. We focus on reservation and call center services, as well as after-hours and emergency support. Our team has significant experience in product development, technology, and call center services.
Job Summary
The Quality Assurance Manager plays a crucial role in maintaining the exceptional service that RealVoice is known for. This role is responsible for implementing quality assurance standards, leading QA initiatives, identifying areas for improvement, and driving quality initiatives throughout the organization.
Key Responsibilities
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Establish and implement quality assurance policies and procedures.
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Manage the QA team and drive continuous improvement in our processes and systems.
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Conduct regular audits to ensure adherence to quality standards and procedures.
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Collaborate with other departments (like Customer Service and Product Development) to identify areas for improvement.
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Provide regular QA reports to the management team.
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Create and maintain comprehensive QA documentation.
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Ensure compliance with industry standards and legal regulations.
Qualifications
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Bachelor's degree in Business Administration, Quality Management, or a related field. Advanced degree is a plus.
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At least 5 years of experience in a quality assurance role, preferably within the hospitality or tech industry.
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Strong knowledge of QA methodologies, tools, and processes.
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Excellent leadership and team management skills.
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Exceptional communication skills, both written and verbal.
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Strong problem-solving skills and attention to detail.
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Proficient in relevant QA software.
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Certifications in Quality Assurance are a plus.
Why RealVoice?
Joining RealVoice means being part of a team where your individual skills and talents are valued. We offer competitive salaries, comprehensive benefits, and a supportive work environment. Most importantly, we provide opportunities to make an immediate impact and grow your career in the fast-paced hospitality technology sector.
RealVoice is an equal opportunity employer. We welcome applications from all qualified individuals.