Call Center Quality Assurance Manager in Huntersville, NC at American Tire Distributors

Date Posted: 12/28/2020

Job Snapshot

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Job Description

We look forward to your application! When applying, please be sure to put your Full Legal First Name and Last Name for legal and processing purposes.

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

The Quality Assurance Manager (QA) will be responsible for overseeing the daily functions of the quality department and track the performance and quality of employees' work. This includes chart and call quality adherence, SLA attainment, and process improvements. The QA manager will work as part of a management team and as a leader that strives to deliver on company goals and initiatives. The QA Manager shall be committed to continually improving services and processes by driving innovation and having clear communication of expectations.

Essential Duties & Responsibilities

  • Listen to call recordings from QA Analysts and score against a compliance checklist
  • Identify overall compliance-related behavior trends
  • Work with Customer Sales and Service managers to relay compliance issues
  • Identify trends in compliance checklist data
  • Identify areas of opportunity for training the team may need and communicate to the appropriate department and team members
  • Remain professional, polite, and composed throughout all internal and external interactions
  • Understand and perform to certain performance metrics, including number of calls monitored and accuracy rate
  • Provide coaching and feedback on proper quality scoring procedures ensuring that team members are proficient at performing quality reviews, coaching and calibrations as assigned
  • Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction
  • Motivate team members through effective training and coaching to improve quality and accuracy
  • Schedule and coordinate all quality assurance calibrations for the QA Analysts, ISSMs and TLs to better the lines of communication
  • Provide adhoc reporting for multiple levels of management to provide strategic insight
  • Leads QA team to proactively analyze and implement strategic actions to better overall department performance
  • Leads QA team in creating SOPs that improve overall performance and bettering the customer experience
  • Communicate corporate quality standards for the department to ensure a better customer experience

Direct Report Position Titles

  • Quality Assurance Analyst


  • Education:  Bachelor’s degree or equivalent business experience
  • Experience: 5-7 years’ experience in service center Contact Center Quality Management leadership.

Physical Demands/Work Environment/Travel Requirements:

  • Physical demands:  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities

required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

  • Work environment:  While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.
  • Travel required: 5% of the time, travel throughout the U.S. and may require overnight stays.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations.  Nothing in this job description creates a contract of employment in any way for any person.   All employees hired by American Tire Distributors, Inc. are employees at will and the company reserves the right to terminate employees at any time for any reason or no reason at all.

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

Shift Type:
Job ID: R13781