HomeServe

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last five years. What does HomeServe do and what makes it so great? Well, we’re glad you asked! 

We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. 

No matter your role at HomeServe, you’re part of a growing team that’s working to make home repairs and improvements easy. 

Position Overview:

The Manager, Quality Assurance reports to the Director, Compliance and Customer Experience, and partners with the contact center, vendor and automation leadership teams to ensure that the overall compliance and customer experience meets company and partner expectations, while utilizing automation technology to identify business improvement opportunities. Responsible for supervising a team of 15 Quality Analysts, and two Business Improvement Specialists, the Manager, Quality Assurance will ensure the highest level of service is being delivered from our internal teams and vendor partners. They ensure the appropriate reporting and data capture mechanisms are in place for all quality monitoring and works to build meaningful insights and reporting to drive operational improvements in customer experience, compliance, regulatory and business processes.

Responsibilities:

• Ensures that day-to-day management of QA’s take place through regular QA and feedback, one-on-ones, coaching and personal development plans.
• Creates and maintains detailed compliance and customer experience criteria correlated to the necessary business processes and C-Sat/Dissatisfaction findings within the business.
• Creates meaningful QA reporting to provide trends and recommendations to contact center operations.
• Maintains an informal reporting line to the Compliance and Legal teams within the Norwalk HQ location to support audit action items, compliance committee data and independent review 
• Required to hold monthly QA review and calibration sessions with Management and Director Teams to drive QA performance and improvement opportunities. Partners at all levels to ensure agents and Supervisors/TL’s meet corporate and partner key performance indicators (KPI’s).
• Receives QA assignments in the form of objectives and determines how to use resources to meet each schedule and goals. 
• Utilizes automation capabilities to create meaningful data-driven presentations, with recommendations and insights to the business.
• Recommend changes to policies and procedures that drive performance. 
• Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. 
• Follows processes and operational policies in selecting methods and techniques for obtaining solutions. 
• Ensures QA resources are aligned to business needs and takes a risk-based approach to forecasting and planning monitoring.
• Collaborate with trainers and other compliance and quality assurance representatives to establish a positive team environment that supports and reinforces best-in-class customer service practices.
• Maintain proper documentation of call performance and associated corrective measures as applicable.
• Monitor external vendor’s compliance assurance program to ensure standards and scoring are aligned with internal measurements and guidelines.
• Support new hire and on-going training initiatives in relation to compliance and quality, as needed.
• Conduct and participate in calibration meetings with both internal and external stakeholders as well as management calibration sessions.
• Stay up to date on new products, procedures and marketing initiatives.
• Develop and initiate standards and methods for scanning and evaluation.
• Establishes program to evaluate precision and accuracy of compliance/quality analysts.
• Initiates or suggests plans to motivate employees to achieve work goals.
• Maintains time and production records.
• Confers with other supervisors to coordinate activities of individual departments.
• Interfaces with other Departments and the internal training team to develop and implement training programs as required.

Essential Functions:

Essential Job Function

% of Time on Function

QA Operational Management

60%

Operational Calibration and Collaboration

20%

Reporting and Data Analysis

10%

Project Management & Automation Opportunities

10%

Total

100%

Job Requirements:

• A bachelor’s degree in a related field or four (4) years of relevant experience.
• Two (2) years of supervisory experience which required time management and organizational skills.
• A minimum of 6 months of experience performing compliance/quality assurance in a call center environment.
• High level of attention to detail.
• Exceptional people skills and the ability to be an effective influencer in improving quality initiatives.
• Proficiency in MS Office
• Ability to develop and implement a tactical operating plan.
• A sound knowledge of data analysis and process improvement qualifications.
• Must be able to implement metrics-driven plans and make tactical adjustments as necessary with limited assistance.
• Ability to analyze key data and create actionable tactics.
• Ability to identify, adjust, and implement best practices.
• Ability to manage and maintain a high performing team that models the principles and values of the company with little assistance.
• Must be able to communicate effectively and professionally, verbally and in writing, to all segments of the company.
• A minimum of 12 months of experience working in a contact
• Must be available to work Monday through Friday from 8 AM - 5:30 PM. Some occasional evening or weekend work may be required based on business needs.
• Experience monitoring contact center agents for compliance/quality assurance metrics.
• Experience with Automation and AI tools (such as Google Conversational Insights, Gemini, Human First). 
• Good interpersonal, influencing and team building skills.
• Ability to multi-task, prioritize deliverables and meet deadlines in a fast-paced environment.

In return, we offer:

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Minimum Physical Requirements: 

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

HomeServe USA is an equal opportunity employer.