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Customer Care QA Manager/Plano, TX

Location: Plano, TX, United States -
Job ID: 1087267
Customer Care Salary Positions
Job Type: Full-Time
Date Updated: Jan 22, 2020

Ensures customer service meets certain thresholds of acceptability. Plan and direct Quality Assurance Program and formulates quality control policies. Work to improve Organization’s efficiency and profitability


  • Manages the QA strategy for the Customer Care Centers: Continues looking for ways to improve the QA Program. Manages the Calibration, Certification, Dispute and Remediation process.
  • Manages the Quality Reporting: Manages a team of QA Analysts, providing training and coaching to continuously improve their skills. Completes Trend Analysis and prepares Action Plans for Improvement.
  • Quality Objectives: Formulates and maintains quality objectives with the business, product and customer expectations.
  • Quality Testing: Ensures consistent quality of production by developing and implementing good testing practices, validating test processes, documenting and managing the Quality Team.
  • Validate Quality Testing: Establishes product specifications and quality attributes: measuring production, documenting evidence, determine operational and performance qualifications, writing and updating quality assurance procedures.
  • Quality Management: Studies trends and developments within the Quality Assurance environment, participates in continued professional education and organizations to keep the assurance project updated and relevant.


· Education

  • Four Year college degree, preferred

· Experience

  • 3 – 5 years of QA experience, preferred.


Job Title: Customer Care QA Manager/Plano, TX
Location: Plano, TX, United States -
Job ID: 1087267

J.C. Penney Company Inc.
Plano, Texas

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