Quality Assurance / Operations Manager Job in Centennial 80111, Colorado Us

 

Quality and Customer Feedback Manager

Cochlear – Centennial, CO

Job Description

Our people say making a difference in the lives of others is the number one reason why they enjoy working at Cochlear. Through our leading technology and services, we are working together to help people globally ‘Hear Now. And Always’. Whatever career you choose at Cochlear, you will find the work interesting, challenging and rewarding and you can make a significant and valued contribution to our organization. 

Come shape our future, your career, and connect thousands of people to a world of sound.  We'd love to talk with you if you are interested in:

Quality Assurance / Operations Manager

 Desired Skills Experience

Cochlear Americas has an immediate opportunity for a Quality Assurance / Operations Manager. This role is responsible for all aspects of Cochlear's customer service quality program.  This includes observing and scoring phone calls for call quality, providing coaching and feedback for those calls observed as well as the management of Cochlear's process to respond to feedback from our customers.  It is critical that the team member have excellent analytical skills to be able to identify and synthesize critical training and process improvement opportunities from observing calls and reviewing all methods of incoming customer feedback.

 

Key Incumbent Requirements: Minimum

·        Solid leadership and interpersonal skills to provide timely and relevant feedback to team members as well as the ability to use those skills to resolve customer issues where required.

·        Dynamic individual with an ability to lead and motivate behavior without direct management authority

·        Ability to work collaboratively with team members and management throughout the organization to identify and address training and procedure improvements identified.

·        Strong written and verbal communication skills

·        Excellent time management, analytical and decision making skills

·        Strong organizational abilities to manage the flow of information and multiple projects and tasks at one time

·        Self-starter with ability to work independently

·        Must be highly organized and detail oriented.

·        Candidate must be well versed in all Microsoft Office applications with a strong knowledge of Access, Excel, Word and PowerPoint

·        Ability to succeed in a dynamic customer service environment

 

 

Key Incumbent Requirements: Ideal

·        Advanced Excel skills including the use of complex formulas, pivot tables, conditional formatting, Functions such as vlookup, graphs charts

·        Six Sigma Green Belt Certification or higher

·        Experience operating in successful Quality Management System environment (i.e. ISO)

 

 

 Cochlear Americas is an equal opportunity / affirmative action employer.