Posted On: 9-25-2014
Position Title: Quality Assurance Manager
Job Location: Warrendale, PA


Quality Assurance Manager


Warrendale, PA

Reports to:

Director of Subscriber Services


Brief Description:

The QA Manager is responsible for coaching and mentoring QA Representatives, Team Leaders, Supervisors and Managers within Guardian’s corporate call centers to enhance and promote the standardization of quality assurance processes.


Primary Duties and Responsibilities:

  • Participate in the introduction of Quality Assurance program to new training classes.
  • Meet with new training classes in group and individual settings for coaching purposes (build knowledge base and confidence of representatives).
  • Maintain rolling schedule of coaching sessions for all employees.
  • Oversee coaching sessions with QA Representatives and existing customer service, technical, billing, and proactive representatives to assist in quality development of representatives in the customer service department, as well as other call center workers in various departments.
  • Attend various department meetings for continued enhancement of position and on-going development of company policy.
  • Work with Quality Assurance Team and to continue to develop QA program.
  • Support management in tracking and communicating employees’ work and development on a regular basis.


  • Excellent Communications skills
  • Detail Oriented
  • Must have excellent communication skills, be an independent thinker and self-motivated, have a working knowledge of Microsoft Word, Excel, Access, and Power Point.
  • Management experience in Quality Assurance required.  Flexible hours required based on coaching need.


Education Requirements: