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Quality Manager
Dow Jones
Princeton, NJ, United States
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Job Description
Quality Assurance Manager
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.
The Wall Street Journal is America’s largest newspaper by paid circulation with more than 2.2 million customers. In recent years, the Journal has expanded its core content offering to include coverage of the arts, culture, lifestyle, sports, and personal health, building on its heritage as the leading source of business and financial news. Published by Dow Jones, one of the world’s largest news gathering operations with nearly 2,000 journalists in more than 80 bureaus, The Wall Street Journal now spans 12 editions in nine languages, engaging readers across newspapers, websites, magazines, social media, and video. The Journal holds 35 Pulitzer Prizes for outstanding journalism.
Customer Group
United by our ambitions, the Dow Jones Customer group will attract and retain customers by creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.
Customer Experience Department
The Customer Experience Department works within the Customer Group supporting our Consumer and PIB businesses to deliver a best-in-class customer experience. The 3 main pillars of customer experience support nearly every facet of Dow Jones globally providing campaign analytics, quality assurance, experience design and much more. They are based out of three main locations (Princeton, NJ; Barcelona, Spain; and Hong Kong).
Customer Service Team
This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and PIB products. Included with the service team is the contact center operations which is responsible for Training, Quality Management, Service Performance reporting, Service Design and the Systems that support the Customer Service team.
Based in:Princeton, NJ
Reports to:Head of Customer Operations
Key Responsibilities:
• Lead the development and be the custodian of a complete quality programme for Managers and Agents in the contact centre environment, including onboarding and continuous development cover all aspects of their training needs to facilitate the delivery of exceptional standards of quality, service and product training to our employees
• Develop standards and requirements for the quality of interactions across all channels
• To be the internal champion of briefing, training and induction processes that ensure that sales objectives and brand values are enhanced by the customer service interaction
• Support leadership and management courses for the Managers
• Appraise and measure training activities to ensure business performance is positively impacted
• Ensure Quality performance culture is adopted, and feedback is actively conducted and championed across the Contact Center
Requirements:
• At least three year of experience performing a Training Manager's role in a similar environment
• Strong MS Office skills - particularly Excel and Powerpoint
• Experience in coaching and developing team members
• Excellent presentation and knowledge transfer (one-to-one and classroom) skills
• Willingness to travel, expectation will be that this role will require regular visits to each contact centre
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
Company Overview
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets
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