11 days old

Sales Center Quality Assurance Manager

Newport News, VA 23606
Apply Now
Apply on the Company Site
  • Job Code
Job Description:


At Ferguson Enterprises, Inc. (FEI) nobody expects more from us than we do. We strive to empower our associates to deliver beyond the high expectations of our customers every day. You are now part of this legacy of service and expertise that is unmatched in the industry. Our goal is for you to feel confident about your work and the opportunities ahead for you at FEI. The foundation for this is built on a clear understanding of your role as described in this job overview.


The Sales job family merchandises, promotes and sells the company's products and services to customers. General areas of responsibility include developing and implementing sales strategies; identifying potential customers; managing existing customer and vendor relationships; and monitoring customer and competitor activity and industry trends. Positions in inside sales are responsible for generating revenue by promoting and selling the organization's products and services across multiple channels (phone, email, in person, etc.) to existing or potential customers.


Establishes operational plans and work to achieve objectives with longer-term effect on business results of the functional area the job is in. Work results have the ability to influence longer-term product or functional decisions. Requires independent completion of work, where judgment and discretion is required within the boundaries of the functional area that job is in.


Problems and issues are numerous, vaguely defined and require extensive reasoning and analysis of situations or data to identify root cause to problems. Solutions required are broad-based and considers multiple variables including financial, technical and associate dimensions. Improves and/or adapts work methods based on past personal experiences without th e benefit of defined procedures; and identifies solutions to problems through interpretive skills and analyses . Solutions to problems require innovation to enhance existing processes, systems and tools in order to obtain better outcomes. Is recognized within own work group/department/function to be able to define problems, establish facts and form high-impact valid solutions.


  • Monitor and evaluate Q uality Assurance teams' calls and/or emails against established expectations including i dentif ication and support of other opportunities for improvement across the team
  • Document call and/or email quality issues and performance observations for review within team and with district leadership
  • Document performance issues and provide regular reports on overall performance against key KPIs and trends
  • Support the deployment of Calabrio, OwnIt Customer Service, and Manager training
  • Identif y and develop business cases to further expand the Quality Assurance department and enterprise support efforts including recommendations for business process improvements as appropriate
  • Drive engagement between Quality Assurance team and local mark ets including knowledge sharing, influencing in- market coaching and training strategy
  • Develop and maintain policies and standard operating procedures (SOPs) for all Q uality A ssurance functions, including Calabrio user guides
  • Provide direction and coaching to Sales Center Leadership on a variety of topics including : Performance Management, OwnIt Customer Service Training, Sales Techniques, Reporting and Analytics, best practice sharing from across the enterprise , and increasing NPS scores
  • Leverage creative strategic initiatives to align customer analytics and NPS feedback with quality results and training opportunities to improve performance
  • Provide ongoing support and feedback to District leadership to ensure continued adoption and alignment with KPI ex pectation s
  • Represent the organization to customers, associates and leadership as needed
  • Effectively interface with business group leadership to determine where the business needs support and addresses any issues that arise in the field
  • Look for and communicate opportunities to be better for our customer, our associates, and vendors by sharing knowledge on performance drivers, training opportunities and sales center successes
  • Work closely with IT as the primary liaison representing both Q uality A ssurance and enterprise managers to provide ongoing feedback on Calabrio end-user experiences and to drive enhanced usability of the software
  • Act as liaison between Calabrio and the business to promote enhancements to system processes and capabilities
  • Embrace and drive change personally and within the team to consistently deliver extraordinary results
  • Participate in associate meetings and communicates any concerns to management


  • Adher e to all policies, rules, regulations, and procedures
  • Perform other duties or functions as requested by management



  • Prior experience managing a quality assurance team for an inbound or outbound sales call center for a minimum of 5 years is required
  • Demonstrated ability to provide constructive feedbac k
  • Industry experience preferred
  • Ability to maintain a high level of professional communication at all levels
  • Bachelor's degree or equivalent experience required

Twelve (1 2 ) years of experience is preferred to perform at expectation. Applies in-depth advanced knowledge (principles, theories and concepts) and skills of a specific/specialized technical area within the context of a similar industry or type of organization. May be viewed as a technical/advanced expert of an area within a wider operational area that job belongs within, (e.g. work unit, project team, sub-function)


Ability to organize and prioritize work.

Ability to effectively communicate in writing.

Ability to effectively communicate verbally.

Ability to develop and deliver effective presentations to groups.

Ability to efficiently operate computers, tablets and mobile devices.

Knowledge of Microsoft Office software (Outlook, Word, Excel, PowerPoint, Access, etc.).

Knowledge of Business Process Management, Lean, Agile, ADKAR is preferred.

Bachelor's degree preferred.

Associate is expected to operate at the expert level across the following areas of technical knowledge and skill:

  • Ability to organize and prioritize work
  • Ability to effectively communicate in writing
  • Ability to effectively communicate verbally
  • Ability to efficiently operate computers, tablets and mobile devices
  • Knowledge of Microsoft Office software (Outlook, Word, Excel, PowerPoint, Access, etc.)
  • Knowledge of Cisco UCCE, Calabrio, Microsoft Dynamics preferred
  • Attention to detail


  • Requires working indoors in environmentally controlled conditions
  • Requires giving and/or receiving verbal communication
  • Requires giving and/or receiving written communication
  • Requires using a computer keyboard and mouse to create letters, memoranda and reports
  • Requires sitting for extended periods



Role is classified as Exempt and is not eligible to receive additional compensation for hours worked in excess of the relevant State and Federal standards.


Attendance on a regular, consistent basis is mandatory including arriving at the time scheduled by your supervisor daily



The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.


Posted: 2019-10-31 Expires: 2019-11-29

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Sales Center Quality Assurance Manager

Newport News, VA 23606

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast