Job Description

About Us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

About Us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What You'll Do

We are thrilled to announce an exciting opportunity for a Quality Assurance Manager to join our dynamic team! This hybrid role offers the unique blend of working collaboratively within our Englewood office and the flexibility of remote work.

As the Quality Assurance Manager, you'll drive strategy, operations, and continuous improvement for multiple lines of business by owning and leading quality programs for both internal and external agent groups. In this role, you'll oversee QA programs across multiple internal teams and external call center sites. You'll collaborate with business partners across the company to develop quality programs that meet their needs. You will partner with both in-house and external customer care teams to monitor the success of agent training and ensure they are meeting critical metrics. You will also help your team of QA leaders grow and succeed. Every day you will work to highlight the needs of the customer to develop a care experience that is positive, effective, and drives customer success.

Join a team of “A-players” who are passionate about delivering an exceptional customer and agent experience, supporting their teammates and creating a positive, engaging environment to learn new skills and grow. If you love taking on new challenges, collaborating across fields, and be a motivator for change, we want you to join us!

The day-to-day

• Lead and mentor a team of QA leads, fostering leadership development, accountability, and operational excellence.
• Partner with different business areas to define and implement a global QA strategy.
• Ensure internal and partner QA programs operate consistently and meet high standards globally.
• Use insights from QA programs to influence customer experience, operational processes, and quality standards.
• Represent QA in cross functional initiatives that impact operations or product.
• Lead performance oversight for external partners, including onboarding, calibration, and ongoing monitoring.
• Assist with administration of our quality assurance software program NiCE QC.
• Identify and orchestrate initiatives that increase QA efficiency and consistency.

What You'll Need

• 5+ years in Customer Support, Quality Assurance, or related operations roles.
• 2+ years of people management experience.
• Occasional flexibility with working hours to support teams in international time zones.
• Experience developing and executing quality or operations strategy at scale.
• Experience managing QA programs across internal and partner or vendor sites.
• Expertise with quality management systems.
• Strong strategic thinking and analytical skills.
• Excellent communication with ability to work with senior leaders across departments.

What Will Help You On The Job

• Background in vendor management is preferred.

EEO Statement Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here. #J-18808-Ljbffr

Job Tags

Casual work, Work at office

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