Manager, Quality Assurance

Job description

Be part of an amazing story Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work. Job Overview: Responsible for developing and executing a Quality Assurance strategy that supports improving our interactions with our customers, through use of automation and AI to deliver actionable insights for coaching and development. Lead a collaborative team of support auditors, to measure the effectiveness of our colleagues at resolving issues the first time, while gathering insights on how our colleagues can improve and what behaviors they exhibit that require coaching or put us at compliance risk. Build strong partnerships with our Domestic operations and BPO leadership to calibrate on consistent understanding of what a high-quality interaction with our customers looks...