Customer Experience - Manager of Quality Assurance

Overview

The Customer Experience - Manager of Quality Assurance leads a team responsible for supporting onboarding & offboarding of accounts nationwide. This role ensures that onboarding & offboarding of accounts meet quality standards, providing real-time support to Technicians and the Customer Experience teams. The Manager will focus on process improvement, technician support, and quality assurance.

Applicants must be willing to submit to a drug screening and criminal background check.  EOE/M/F/V/D-DCJS #11-2294 

• Location:  Bethesda, MD
• Travel:  This role does not require travel.
• Salary Range:  $75,000-$90,000/year

Responsibilities

Team Leadership

• Manage and mentor the Installation Programming & Support team, ensuring efficient internal support for Install Technicians & Customer Experience Representatives.

Technical Oversight

• Provide real-time assistance to technicians nationwide, assisting with installation challenges.

Quality Assurance

• Develop standards and procedures to enhance service quality and consistency while Onboarding & Offboarding accounts.

Collaboration & Escalation Management

• Work closely with Install Technicians and Customer Experience teams to ensure seamless installations and troubleshooting resolution.

Performance Monitoring/ Data & Reporting

• Establish and track KPls, monitor performance data, providing insights to improve service quality and efficiency.
• Establish and document quality control checklist for new installations and offboarding to ensure proper setup/decommissioning of accounts across multiple software applications.

Technology & Systems Oversight

• Ensure proper utilization of support systems, recommending improvements as needed.

Qualifications

Education

• Bachelor's degree preferred or equivalent experience in technical support.

Experience

• Minimum 3-5 years of experience in field service, technical support, or Onboarding/Offboarding management.
• Industry Knowledge: Access control, security systems, Saas, or preferred technology-driven environments a plus.
• Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.
• Experience with a multi-layer ticketing system for processing client requests.

Interpersonal Skills

• Excellent written and verbal communication skills for effective collaboration across teams.
• Ability to work independently and proactively to address challenges.
• Strong leadership and team management experience with a proven ability to collaborate across teams.
• Ability to schedule and manage staffing to support Installation schedule.
• Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
• Exceptional communication and stakeholder management skills.

Choice of Medical Insurance plans

Dental Insurance

Vision Insurance

Medical and Dependent Care FSA Accounts

401K Plan with a discretionary employer match

529 Plan Access

Employee Assistance Program

Commuter and Parking Benefit

Short-term Disability and Long-term Disability Insurance

Employer-paid 50K Life and AD&D Insurance

Voluntary Life Insurance for Employee, Spouse and Children

Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage

Annual performance Evaluation and salary adjustment consideration

Paid holidays, sick and vacation leave

Job-related tuition reimbursement