QA Supervisor

s your enthusiasm and passion for helping people contagious? Why not bring them to a new workplace where you can really make your mark? If you enjoy working with other highly engaged people, a culture that embraces innovation, delivering world class customer service, and the opportunity to grow your career – then Extra Space Storage is the place for you!

The NSC Quality Assurance department leads the efforts for monitoring performance of call center agents, accomplished through continuous and ongoing call / performance monitoring. Agent performance is recorded by the department and reported to Team Leads and other members of the NSC leadership team. The Quality Assurance Manager position is a working-manager position, leading the team in monitoring agent calls while also designing, developing, compiling, and completing necessary reports and documentation. The QA Manager should drive improvement for the department and foster a great deal of collaboration between the QA and other areas of the call center. While all candidates who meet the minimum requirements will be considered for this position, there is a strong preference for candidates with experience in other areas of call center management (Team Lead, Floor Supervisor, Shift Supervisor, Call Center Manager, etc.)

* Monitor both live and recorded calls to determine policy and procedure adherence * Conducts Calibration meetings with QA Team and Team Leads to ensure accuracy * Manages and develops QA analysts * Meet with each Team Lead for one-on-one meetings to discuss trends and areas of opportunity * Provide individual coaching with Agents * Participates in new hire training by educating new hires on the function of the department * Keeps NSC Leadership informed of trends by compiling daily, weekly and monthly reporting * Monitors and responds to internal web communication * Audit QA team’s scoring on monitored calls * Other duties as assigned

* To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Must be able to recognize critical deadlines and provide reports, and responses to inquiry. * The ability to prioritize and multi-task to complete diverse assignments is critical. * Must be able to utilize necessary spreadsheet programs such as Excel. * Preference given to those with call center management experience. * Employment with ESMI is contingent on successful completion of a background and drug screening. Associates or Bachelor’s Degree preferred or equivalent and three (3) years of related experience and/or training. * Ability to read, analyze, and interpret complex reports and/or documents. Strong oral communication skills and ability to effectively write and communicate in English required. * Ability to read and interpret reports, documents, and procedural manuals in English required. * Ability to work with mathematical concepts such as addition, subtraction, multiplication, division, whole numbers, fractions, decimals and simple algebra is expected. * Ability to solve practical problems dealing with a variety of concrete variables in changing situations. Interpret a variety of instructions in written, oral, diagram, or schedule form.