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Job Field: Office Jobs
Location: San Francisco Bay, CA
Salary: $Not stated

JOB SUMMARY:

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<tr><td valign="top" width="450"><b>Title: Quality Program ManagerLocation: United States-California-San Francisco Bay Area - Foster CityOther Locations:The Quality Program Manager is responsible for promoting SCEA CS Quality Standards at the Service Bureau level and proposing new/improved Knowledge content for use in education, both customer and agent facing. The QPM analyzes Voice of Customer data; recommends solutions to address root cause (training, Knowledge articles, and process improvements) and manages programs to achieve overall Quality and Consumer Services goals. The QPM analyzes Quality data from each Service Bureau to identify knowledge gaps in agent behavior and ensures that service bureau quality and customer satisfaction goals are met and issues are addressed in a timely manner. The QPM assists in customization of SCEA CS quality review guidelines per management specification and creation of plans to achieve quality/customer satisfaction goals. Provide recommendations on improving the quality process to achieve goals and objectives. Develop a strong partnership with service bureau quality and training contacts to ensure quality goals and objectives are calibrated.Principle Duties / Responsibilities:* Assist in customization of SCEA CS quality review guidelines per management specification and creation of plans to achieve quality/customer satisfaction goals.* Coordinate efforts with Quality & Training group to ensure that appropriate training, processes, and development are in place to address quality and training initiatives.* Monitor and measure all types of transaction performance (calls, e-mail, chat, social, community, etc).* Participate in joint call (contact) monitoring with Operations management, and call center teams. * Assess, and analyze customer satisfaction and dissatisfaction data (Voice of the Customer) in addition to quality monitoring results from each Service Bureau - Recommend solutions and contribute to business decisions based on root cause. * Communicate results with leaders and advocates around the organization leading to initiatives addressing customer issues.* Manage Business Unit survey process and analysis. Develop targeted customer survey results (Voice of the Customer) to cross-functional groups * Drive initiatives addressing customer pain points* Provide project charters, proposals, and requirements to PMO as needed* Work with Knowledge Services team to execute CS initiatives and achieve dept goals.Qualifications:* Proven execution skills following project methodology ensuring deadlines are met and services are delivered in accordance with SCEA needs, strategies, and initiatives* Familiarity with quality assurance standardization programs. * Promote the utilization of advanced quality tools and proactive quality techniques (ISO 9000, 6 Sigma, etc.). * Must be able to balance multiple projects and initiatives while exhibiting sound prioritization skills* Exceptional verbal and written communication skills, positive and enthusiastic demeanor, willingness to learn, ability to work under pressure and multi-tasking skills required* Must exhibit a professional, team oriented attitude with the ability to develop positive relationships with peers, managers and partner / vendor organizations* Proven ability to interact with a variety of internal and external teams and skill sets* Schedule and work flexibility including potential domestic and international travel* Strong business decision making capabilities and the ability to work independently required* Must be goal and objective oriented as well as results driven* Must be able to effectively function in a diverse and dynamic, fast paced environment* Call center system knowledge such as WFM, CRM and ACD applications* Technically oriented with consumer electronicsRequired Experience / Education:* At least 3 years experience in a supervisory / specialist or higher position within a Consumer Service or Call Center environment* Proficiency with Microsoft Office: Word, Excel, Powe

KEY REQUIREMENTS:

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Not stated