Manager, Quality Assurance

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 and sounds like. Present findings and impact of quality assurance audits with key stakeholders and senior leaders to understand results and outcomes of our analysis.

What You Will Do

• Lead a team in Auditing customer and colleague interactions across Macy's, Bloomingdales and Blue Mercury brands to deliver quality interactions and ensure our customers issues are resolved
• Develop strategies and leverage modern quality management systems to automate and expand our auditing insights
• Collaborate with all key stakeholders in our operations to ensure that auditing is aligned to risk identification by business function delivering our objectives and key results.
• Host regular calibration amongst domestic and offshore teams to support building a best-in-class customer care center
• Evaluate customer interactions across multiple contact methods, are consistently within quality standards and expected outcomes.
• Interview, hire, and train employees; plan, assign, and direct work; evaluate performance; coach and discipline employees; address complaints and resolve problems.
• Regular, dependable attendance and punctuality.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.

Skills You Will Need

Leadership: Experience in leading, coaching and developing others to execute their workload and progress towards their career goals

Technology Usage: Knowledge of quality management systems, and any other system function that drives quality assurance optimization.

Customer Service: Strong understanding of customer service processes and techniques.

Compliance Management: Capability to ensure adherence to various departmental functions, processes, and procedures, maintaining regulatory compliance.

Microsoft Office Proficiency: Skill in using Microsoft Word, Excel and Powerpoint for document creation, data analysis, and reporting purposes.

Communication Skills: Exceptional communication and feedback skills.

Problem-Solving Skills: Excellent analytical and problem-solving skills.

Attention to Detail: Ability to focus on accuracy and precision in tasks, ensuring thoroughness and completeness in all aspects of work.

Multitasking: Capability to manage multiple tasks simultaneously, prioritizing workload effectively to meet deadlines and achieve objectives.

Independent Work and Collaboration: Proficiency in working independently and collaboratively within a team environment to achieve departmental goals and objectives.

Adaptability: Flexibility to handle the dynamic needs of a customer care center including answering customer inquiries directly.

Computer Proficiency: Skill in navigating computer systems, including keyboarding skills, to efficiently perform job duties and tasks.

Document Interpretation: Ability to read and interpret various documents, such as safety rules, operating instructions, and procedure manuals, to understand and execute job responsibilities.

Report Writing: Skill in composing routine reports and correspondence to communicate findings, updates, and recommendations effectively.

Reasoning Ability: Capacity to follow written and oral instructions and solve problems involving several variables in standardized situations.

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply. 2 years of related experience and/or train.
• Preferred Bachelor's degree in Business Administration, Communication, or a related field.
• Experience with CRM software and call center technology.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

Join us and help write the next chapter in our story - apply today!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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