Customer Experience & QA Lead

Kids for the Future; Sheridan (AR); On-site; USD 70,000 - 90,000; Full time

Job summary

Kids for the Future seeks a Customer Excellence Manager to lead QA programs, oversee staff development, and drive service quality. You will align schedules, analyze performance data, and produce actionable insights to elevate the customer journey.

The role requires 7+ years in customer experience, 3+ years supervisory experience, and strong cross-functional collaboration. AGILE mindset and a focus on continuous improvement are essential.

Qualifications

• Knowledge of quality assurance methodologies, customer service operations, and process improvement.
• Seven (7) years experience in customer experience, client relations, service delivery, or a related field.
• Three (3) years of supervisory or team leadership experience.

Responsibilities

• MONITOR inbound and outbound calls, emails, chat, and web interactions to ensure compliance with service quality standards and brand tone.
• EVALUATE written communications for professionalism and accuracy.
• CONDUCT internal audits of QA standards, documentation accuracy, and regulatory adherence. Track findings, provide timely feedback, and support corrective actions and coaching.
• PARTNER with Account Managers to ensure customer communications reflect evolving needs and expectations.
• IDENTIFY broken workflows, communication issues, and service delays that impact the customer experience.
• RECOMMEND and help implement process improvements to enhance service delivery and reduce friction.
• CREATE and deliver onboarding and ongoing training programs, develop learning tools, and track outcomes using surveys, QA results, and KPIs.
• COLLABORATE with management to update training based on observed needs.
• ANALYZE call volume trends and season demand to recommend shift adjustments and staffing plans.
• MANAGE scheduling coordination and advise on resource allocation to ensure consistent, high-quality customer coverage across all channels.
• TRACK and report on key performance metrics including service levels, handle time, and resolutions rates.
• GENERATE dashboards and reports for leadership.
• ACT as a liaison for CRM, workforce management tools and billing platforms.
• TROUBLESHOOT issues, support testing and upgrades, and ensure adoption of system best practices.
• PROVIDE leadership in QA, training, and system support, and collaborate on strategic initiatives.
• MAINTAIN and update response templates across written communication channels and align with brand standards.
• COORDINATE with communication and administrative teams on message consistency.
• REPRESENT the Service Center in strategic planning, partner with department heads on service protocols, and address high-priority customer needs.
• PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.

Skills

Quality assurance

Customer service operations

Workforce management

CRM systems

Data analysis

Training program development

Cross-functional collaboration

Education

Associate degree in business administration or related field

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

QA tools

Workforce scheduling software

Microsoft Office Suite

Job description

Kids for the Future seeks a Customer Excellence Manager to lead QA programs, oversee staff development, and drive service quality. You will align schedules, analyze performance data, and produce actionable insights to elevate the customer journey.

The role requires 7+ years in customer experience, 3+ years supervisory experience, and strong cross-functional collaboration. AGILE mindset and a focus on continuous improvement are essential.