Toyota Quality Assurance Manager in Dallas, Texas

Title: Quality Assurance Manager Location: US-TX-Dallas-Plano Other Locations:

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for diverse, talented team members who want to grow and start their impossible with us.

An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company – delivering on Toyota’s vision to move people beyond what’s possible. At TFS, you will help create best-in-class customer experiences in an innovative, collaborative environment

Who we’re looking for

Toyota’s Performance Excellence Department is looking for a passionate and highly-motivated Quality Assurance Manager.
What you’ll be doing

Overseeing Quality Management (QM) program for all CSCs, Corporate Customer Service and all suppliers doing business on behalf of TFS Service Operations Managing account relationship with external supplier(s) that conduct evaluations/audits on behalf of TFS Service Operations Providing data analytics that identify performance, compliance or process inconsistencies based on each QM program Developing and sharing information with key stakeholders including, but not limited to, CSC Management, Supplier Management, Customer Service Strategy, Debt Management Strategy, Service Operations Compliance, Learning and Development, Enterprise Compliance and TFS Legal/Procurement Implementing strategic initiatives based on 3 year plan that supports TFS contact center business objectives Executing root cause analysis for service variation related to team member, agent/supplier performance that is not meeting QM expectations and share results with impacted business owners Providing total oversight management of outsourced QA functions, which include, but not limited to, RFP; SOW; SLA and annual onsite audits Ensuring the alignment of monitoring standards within each QM program. This includes Calibrations C1-C4 (attributes, team member, agent and suppliers) Benchmark industry trends and present analysis/recommendations to direct manager Managing day to day operations through direct leadership team which is located in other contact centers including TFS HQ What you bring

5-10 years of relevant work experience required Four Year College Degree (BA/BS) required Project Management certification and experience preferred Experience in Contact Center management required Experience as a QA Manager preferred

What we’ll bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

A work environment built on teamwork, flexibility and respect Professional growth and development programs to help advance your career, as well as tuition reimbursement Vehicle purchase & lease programs Comprehensive health care and wellness plans for your entire family Flextime and virtual work options Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute Paid holidays and paid time off Referral services related to prenatal services, adoption, child care, schools and more Flexible spending accounts Relocation assistance What you should know

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

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