Quality Assurance Manager

The Quality Assurance Manager is responsible for overseeing customer service quality, departmental performance, reporting accuracy, and continuous improvement initiatives. This role works closely with branch leadership, customer service teams, dispatch, and other departments to improve efficiency, resolve operational challenges, and maintain high standards of service.

• Lead, coach, and develop customer service personnel to ensure consistent performance and accountability.
• Monitor customer interactions, service quality, and departmental performance against established standards.
• Identify opportunities to improve customer satisfaction, productivity, and operational efficiency.
• Develop and implement quality assurance processes, performance standards, and improvement initiatives.
• Investigate escalated customer concerns, identify root causes, and implement corrective actions.
• Conduct performance evaluations, provide coaching, and support employee development.
• Collaborate with branch leadership to establish departmental goals and track progress.

• Utilize Microsoft Excel extensively to analyze operational data, track performance metrics, and identify trends.
• Create, maintain, and improve spreadsheets, reports, dashboards, and performance tracking tools.
• Use Excel functions, formulas, PivotTables, and data analysis techniques to evaluate departmental performance.
• Analyze call volume, service levels, scheduling efficiency, customer satisfaction, and productivity metrics.
• Prepare detailed reports and present findings and recommendations to management.
• Identify reporting discrepancies, validate data accuracy, and recommend improvements.
• Translate complex data into actionable insights that support operational decisions.

• Serve as a knowledgeable resource for departmental software, reporting systems, and technology-related processes.
• Troubleshoot common software, system access, reporting, and workflow issues.
• Coordinate with internal IT support teams to resolve technical problems affecting departmental operations.
• Identify opportunities to improve efficiency through technology, automation, and process enhancements.
• Support implementation of new software, system updates, and operational tools.
• Assist employees with system functionality, technical questions, and best practices.
• Ensure accurate data entry, system utilization, and adherence to established procedures.

• Oversee customer service workflows, call handling procedures, and issue resolution.
• Monitor inbound and outbound call activity to ensure appropriate staffing and service levels.
• Collaborate with dispatch and field operations to improve scheduling and communication.
• Review customer feedback, identify recurring concerns, and develop corrective action plans.
• Support departmental training and ensure employees understand established quality standards.
• Provide regular updates to leadership regarding departmental performance, challenges, and improvement opportunities.
• Perform additional management and operational duties as assigned.

• Minimum of 3 years of experience in quality assurance, customer service management, call center operations, or a related leadership position.
• Strong Microsoft Excel proficiency is REQUIRED, including hands-on experience with PivotTables, formulas, data manipulation, reporting, and spreadsheet analysis.
• Demonstrated IT experience and strong technical troubleshooting skills are REQUIRED.
• Experience working with business software, reporting platforms, databases, and technology-driven workflows.
• Ability to analyze large datasets, identify performance trends, and develop actionable recommendations.
• Proven experience supervising, coaching, and developing employees.
• Strong understanding of performance metrics, quality assurance processes, and operational reporting.
• Excellent analytical, organizational, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to independently troubleshoot issues, research solutions, and improve existing processes.
• Proficiency with Microsoft Office applications, including Excel, Outlook, and Word.
• Ability to manage multiple priorities in a fast-paced environment.

• Experience with advanced Excel functions such as XLOOKUP, VLOOKUP, conditional formatting, and complex formulas.
• Experience with Power BI, reporting dashboards, CRM systems, or other business intelligence tools.
• Previous experience supporting IT-related projects, software implementations, or system improvements.
• Experience in the HVAC, plumbing, electrical, or residential home services industry.
• Experience with call center performance management, workforce planning, or dispatch operations.

This posting provides details on potential pay ranges and opportunities, which are not guaranteed and do not represent a formal offer. Additional compensation may be offered based on experience and will be outlined in an offer letter addendum. ARS is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status under applicable federal, state, or local laws. Privacy policy available upon request.