Quality Assurance Manager

Job Category Customer Support/Client Care Reference Code 187565MON JOB DESCRIPTION Quality Assurance Manager Equinix is the leading global provider of network-neutral data center and interconnection services, offering premium colocation, traffic exchange and outsourced IT infrastructure solutions. Global enterprises, content companies, systems integrators and network service providers look to Equinix Internet Business Exchange (IBX) centers for world-class reliability and network diversity. Equinix IBX centers serve as critical, core hubs for IP networks and Internet operations worldwide. With 39 IBX centers located in 18 strategic markets across North America, Europe and Asia-Pacific, Equinix enables customers to reliably operate their mission-critical infrastructure on a global basis. Call Center Quality Assurance Manager Responsibilities include working with the Customer Care management team to develop QA standards, measurements and processes. The QA Manager will be responsible for applying assessment techniques to the on-going process of improving quality within the team and working with the Customer Care Managers to ensure areas of concern are properly addressed. QA Manager will be responsible for monitoring calls for performance, auditing work orders and providing coaching to team members creating a calibrated score card. QA Manager will be responsible for tracking, analyzing, recording and verifying all discrepancies. Responsibilities also include actively participating to provide input to resolve issues that impact the system and/or applications through collaboration and communication with other teams. Requirements Advanced knowledge of quality processes, call center operations and process improvement Three to five years of quality assurance experience, preferably in the Telecom Industry and/or Call Center environment Ability to formally evaluate performance of Call Center Reps Data Analysis experience including basic graphical representation of data and trending Detail oriented and ability to prioritize Strong inter-personal and communication skills-written & oral Strong internet and computer literacy skills including advanced Excel Bachelors Degree from a 4 year university or college or equivalent training, education, and experience. **Equinix is an Equal Opportunity/Affirmative Action Employer. To Apply for this position, please CLICK HERE