QA Supervisor (Remote-Customer Care)

  • Marietta, Georgia, 30067

Purpose:

The QA Supervisor position is perfect for career-driven individuals who are looking to develop their leadership skills and grow with a growing company. This fast-paced environment requires excellent communication skills and the ability to multitask. The QA Supervisor is responsible for operational strategy, ensure high levels of customer satisfaction and maintain consistent customer experience practices to promote positive customer retention through the Quality Team and Associate Communication.  

This position requires excellent communication skills, organizational agility, strong planning skills, and the ability to drive initiatives to completion successfully. The successful candidate will be a self-motivated, customer-centric, highly professional individual. The QA Supervisor will deliver a strong sense of ownership, urgency, and desire to provide high-quality service.

Minimum Eligibility Requirements:

  • Bachelors Degree in Communications, English or Equivalent Work Experience required
  • Open availability to include the ability to work Holidays.     
  • Successful candidates will have prior customer care, sales or technical experience in a service environment
  • Ability to organize and create Standard Operation Procedures
  • Ability to listen actively and show empathy to associate and customer concerns
  • Problem-solving, collaboration, patience, tech-savviness 
  • A background in a Quality Assurance Environment

Essential Job Functions:

  • Contribute to overall positive Customer Experience
  • Create and execute an impactful Quality Assurance process 
  • Create and maintain standard operating procedures
  • Create and maintain job aides to supplement training
  • Communicate operational changes and updates to Call Center
  • Participate in activities designed to improve customer satisfaction and business performance
  • Follow communication procedures, guidelines and policies
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Ability to multi-task, prioritize, and manage time effectively
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Organized and detailed oriented
  • Excellent verbal, written and interpersonal communication skills.

·Must be team oriented

 Working Conditions (travel & environment)

  • Travel may be required including air and car travel
  • The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY    REQUIREMENTS

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. 

Note:  Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law.  Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Signature

I have read and understand the above job description.  By signing below, I certify that I meet the minimum requirements and that I am able to perform the essential functions of the job with or without a reasonable accommodation.

Equal Employment Opportunity:

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

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Benefits & Rewards

  • Bonus opportunities at every level
  • Career advancement opportunities
  • Relocation opportunities across the country
  • 401k with discretionary company match
  • Employee Stock Purchase Plan
  • Referral Bonus Program
  • Corporate Discount Programs
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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