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Manager, Quality Waterloo.IA
Grainger | Waterloo, Iowa
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Job Description

Company Overview

Grainger is a global leading broad line supplier of facilities maintenance products serving businesses and institutions. Our 18,000 employees are driven to serve customers and the community in exceptional ways focusing on delivering the highest level of service. The Grainger team works closely with customers to better understand their challenges and provide cost-saving solutions. Grainger's employees serve customers more than 115,000 times every day through multiple channels. As part of a high-performing team, you’ll be able to develop your talents, and make a difference. Grainger is a Fortune 500company and a perennial member of Fortune magazine's Most Admired Companies list.

Position Description

The Manager, Quality  leads the strategy, design and implementation of all Call Center Quality Assurance policies, programs, and initiatives. The Manager establishes standards governing customer interactions, implements screening programs and other quality initiatives to monitor those interactions, and works with training and call center management to drive improvements in customer and client experience


  • Leads a team of Customer Experience Interaction Evaluators to drive consistency and stabilization of customer experience core foundational attributes and deployment initiatives across the contact center network.  The team is accountable for providing visibility to the quality of the service provided including the QM checklist that gets at soft skills and accuracy and proactively reporting/follow up on any issue/concern they observe about service (e.g., background noise or a complaint about lack of confirmation etc.)
  • Develop quality standards including the creation and implementation of quality monitoring evaluation methodologies that support improved customer experience efforts across all departments with direct customer interaction.
  • Develop and lead new and continuing quality initiatives including expansion of the quality program organizationally
  • Prepare actionable reports and feedback to CC operations leaders to enable action
  • Partner with Training leveraging results from monitoring and other quality initiatives to create or revise training materials to address skillset and knowledge gaps.
  • Identify, develop and implement technology solutions in the support of driving more consistent and frequent feedback to TM’s including such technologies as voice technology for QM processes/analysis.
  • Effectively prepare and communicate customer experience evaluation results for Operations management to leverage in the support of coaching/develop team members.
  • Learn new processes, services and systems and work with the appropriate organizational leaders to customize and/or update QM standards and processes as needed for each supported department.
  • Utilizes the talent management process to hire, develop, and retain top talent, as well as hold individuals accountable and address performance gaps to create the BEST team.
  • Ensure Evaluation Team is trained on all relevant processes and technologies and is considered an expert user in addition adheres to documented evaluation processes, procedures and other Customer Experience and/or business related standard work.


Position Requirements:


  • Proven experience in design, development and implementation of quality programs in a Contact Center environment.
  • Demonstrated ability to build a high performing team and provide clear direction
  • Business maturity to support senior leaders
  • Must be non-biased, discreet and confidential in all work activities
  • Strong sense of customer service and company strategy, including an understanding of how work aligns to help exceed business objectives.
  • Demonstrated analytical, problem solving and troubleshooting skills with meticulous attention to detail.
  • Demonstrated working knowledge of technology and systems
  • Excellent written and verbal communication skills, with the ability to communicate effectively with all levels of the organization and in multiple venues.
  • Effectively lead a large (14+ people) in a multi location  remote environment
  • Demonstrated ability to lead through change, both large scale and at the team level
  • Ability to operate in a complex, rapidly changing environment, and the ability to work independently, and balance and prioritize multiple work requests. `

EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

About Grainger

W.W. Grainger, Inc. (Grainger) distributes facilities maintenance products, and provides services and related information used by businesses and institutions primarily in the United States, Canada and Mexico to keep their facilities and equipment running. Grainger is the supplier of facilities maintenance and other related products in North America. Its operations are managed in three segments: Grainger Branch-based, Acklands - Grainger Branch-based (Acklands - Grainger), and Lab Safety Supply, Inc. (Lab Safety). Grainger Branch-based is an aggregation of the Grainger Industrial Supply (Industrial Supply), Grainger, S.A. de C.V. (Mexico), Grainger Caribe Inc. (Puerto Rico), Grainger China LLC (China) and Grainger Panama S.A. (Panama). Acklands - Grainger is the Company's Canadian branch-based distribution business. Lab Safety is a direct marketer of safety and other industrial products. (Source: 10-K)

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