Manager, Premier Experience Quality

Company Name:
Asurion
Title: Manager, Premier Experience Quality
Location: TN-Nashville - One Century Place MTS
Other Locations:
TheManager, Premier Experience Qualityis an operations
leadership position responsible for overseeing day to day operations of various
quality and Net Promoter Score (NPS) support functions. This position ensures smooth operations and
calibration of functional areas within quality and NSP. The Manager, Premier Experience Support manages
the internal and external facing team and is accountable for performance
management, coaching and development of the support team members.

Provides operational support for the entire NPS
and Quality functions
Leads the designs, development, implementation
and maintenance of the quality calibration process and oversees the calibration
committee and effectiveness of the program
Ensures quality and NPS processes and programs
are consistent and adhered to across all sites
Oversees the design, development and
implementation of educational and promotional materials
Job Responsibilities:
Fosters a cooperative team
environment; provides recognition, rewards and career enrichment opportunities
for Premier Experience Support team
Provides leadership, direction,
support and career development for the Premier Experience Support team in a
manner consistent with Asurion''s Core Values and business objectives
Trains, motivates and coaches the
Premier Experience Support team on the essential skills to meet and ensures
that each team member has the tools they need to succeed at their job
Appropriately prioritizes team goals
and individual goals to effectively achieve business objectives
Communicates frequently and openly to
motivate team members to achieve the PSS Goals; actively seeks input from team
members who will be impacted by any changes to existing operations
Continually seeks opportunities to
improve operations, including people, processes, and technologies
Ensures that team member, client, and
subscriber expectations are met and exceeded.
Collaborates with Human Resources to
ensure that policies and procedures are consistently and fairly applied
Assists PSS Director, Customer
Experience with strategic planning as it pertains to PSS Customer Experience
Support operations
Manages team budget and understands
the impact of decisions and actions based on the overall company financial
performance
Job Requirements:
Bachelor's degree in Business or equivalent
field of study required
Minimum of 5-7 years call center
experience required, with at least 3-5 years of experience managing quality
assurance, operations and data, reporting and analysis
Minimum of 2-3 years prior leadership
experience including directly managing call center operations support
functions, quality, operations and data and/or analytics teams. Proven ability of establishinga strong leadership presence within the Department by being involved,
interacting on the production floor, and being approachable
Working knowledge of financial
operations and budget management
Proven analytical and reporting
capability, including statistical experience with data analysis, charts and
graphs. Ability to analyze trends at a
macro level and drive issue resolution, process improvement and ongoing
training and development in collaboration with call center operations
Demonstrated strong communication
(written and verbal) skills with internal and external customers. Proven ability to present information to
medium to large sized groups and employees at all levels of the organization,
particularly at director level and above
Detail orientated, results driven and
demonstrated ability to exercise good judgment and creative problem solving
skills
Strong organizational skills and the
ability to handle multiple tasks and competing priorities in a fast paced
environment. Prior project management
skills and experience with project management and process improvement
methodology required for success. Six
Sigma or other related certification helpful
Proven ability to adapt and adjust to a
changing environment and to make decisions with limited information when
necessary
Proficient in MS office, including
Outlook, Word, PowerPoint, and Visio. Excel super-user preferred
Proven and demonstrable leadership,
management and motivational skills. Ability to indirectly influence others at all levels of the
organization. Demonstrated success in
stakeholder managementEOE
About Asurion
For two decades, Asurion has led the technology protection
industry around the globe. The Company provides premier support solutions to
enable optimum use of technology; digital applications to protect their privacy
and provide security; and rapid replacement of lost, stolen, damaged or
malfunctioning devices. Asurion partners with the leading wireless companies,
retailers and service providers enabling them to focus on their businesses and
to provide services that delight their customers. Asurion''s 14,000 employees
worldwide specialize in fulfilling the needs of more than 280 million
consumers. For more information about Asurion, including customer service
ratings and reviews that help drive continuous improvement, please .
Quality Assurance
Organization: SVP_PSS

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