Quality Assurance Manager

About Organization

Paychex, Inc. (NASDAQ: PAYX) is a leading provider of integrated human capital management solutions for payroll, benefits, human resources, and insurance services. Industry expertise since 1971 (55 Years)

800000+ clients in the U.S. and Northern Europe Pays 1 in 12 U.S. private sector employees Largest HR company for small to medium-sized businesses Product development company having products for payroll, accounts, benefits, and HR

What we are looking for

• 12+ Years of experience in Quality (services/ BPO)
• 
  Bachelors Degree - Required
• Masters Degree Preferred
• Management experience, or the equivalent combination of education and experience.
• Training, writing, and reporting experience.
• 5+ years of relevant experience in a manager role-Required
• Good people management experience
• Who can lead Global Services Supervisors, Process Lead, Specialist (FTEs)
• Directly manage and support 3 to 4 Direct reports and Process Leads while overseeing 100+ frontline employees

Job description

• Oversees the development and administration of global quality programs to ensure consistency and drive employee performance and client satisfaction.
• Identifies and drives action plans to increase operating efficiency, client retention and satisfaction.
• Builds and maintains Knowledge repository and CRM system to ensure implementation and ongoing service
• Authors department-wide communication on procedural changes, system releases, milestone achievements, and goal attainment.
• Manages the delivery and efficacy of client training programs and communication to ensure efficiency and quality
• Partners with Work Force Management (WFM) to forecast workload and manage productivity across the organization
• Recruits, selects, hires and evaluates performance of personnel to ensure all department needs are handled appropriately
• Prepares and manages the capital and operating budgets for the cost center(s) and analyzes interdepartmental reports as they relate to the cost center(s). Achieves cost center projections through labor expense and administrative expense controls
• Manages monthly and ad hoc reporting to support tactical and strategic operations.