Who we are:
ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing to enable them to communicate again after they lose the ability to use the telephone. Since our inception, we have existed for one purpose, to improve the lives of our customers. Enabling communication is our passion. We believe in providing the highest levels of service and products to our customers. Our goal is to change lives by re-enabling social connections and independence through using the telephone today and through other services in the future. We are a technology service company that utilizes groundbreaking automatic speech recognition, human captioning, product development, and customer center marketing, sales, and service to deliver and easy to use products to our mostly senior customer base. As a Federal Communications Commission (FCC) – certified telephone captioning provider, ClearCaptions follows the highest industry standards for privacy, security, and professionalism on all calls. For more information, visit clearcaptions.com.
This role reports to the VP of Customer Retention and will be based out of a home office.
Position Summary:
The Senior Manager of Quality will proactively improve customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle. To be successful in this role, they will be evaluating the quality of our service, providing company-wide updates on quality, and proactively working to drive continuous improvements in the service. They are facilitators and problem solvers that build relationships internally and externally, focused around enabling customer growth, retention, satisfaction, and product loyalty. This position will have a high level of visibility as well as impact with all things project and program management within ClearCaptions.
What you will do:
The kind of people we look for:
Qualifications:
Physical Demands:
Employees may experience the following physical demands for extended periods of time:
Work Environment:
100% Remote: Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue, exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel (up to 5%) may include overnight and out-of-state travel.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
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