Associate Case Manager providing treatment to individuals with severe mental illness in Cincinnati's outpatient facility. Seeking candidates with degrees in psychology or social work.
About the role
- Quality & Enablement Manager (Player-Coach) supporting the Dropbox team. Combining hands-on Quality Assurance with leadership and operational support in a hybrid environment.
Responsibilities
- Perform call, email, and chat quality reviews for sales teams using monitoring systems and QA applications.
- Use quality monitoring data systems to compile and track performance at team and individual levels.
- Provide day-to-day coaching, guidance, and support to QA peers; assist with workload prioritization and evaluation consistency.
- Identify training needs and communicate insights to the training department as needed.
- Prepare and analyze internal and external quality reports for management review.
- Conduct calibration sessions across all products and programs with Senior Leadership, Team Leads, QA peers, and other management stakeholders.
- Provide actionable data and insights to internal support groups and cross-functional teams.
- Work with internal and external stakeholders to support program initiatives.
- Provide feedback to sales team leaders and senior leadership.
- Create and maintain standardized workflows and procedures; recommend workflow and process improvements to increase accuracy and efficiency.
- Support onboarding and development of new QA team members by acting as a mentor and subject matter expert.
- Perform other related duties as assigned.
Requirements
- Direct B2B or tele-sales experience required; previous Quality Assurance experience preferred.
- Internal applicants must be exceeding metrics in their current position.
- Ability to interpret data dashboards to identify trends and areas of opportunity.
- Excellent verbal, written, interpersonal, and organizational skills.
- Proficiency in Microsoft Office and Google Workspace.
- Demonstrated ability to coach, mentor, and influence others while maintaining strong individual performance.
- Results-oriented with the ability to motivate others and drive performance.
- Adaptive management style with the ability to work effectively at both micro and macro levels.
- Ability to multitask and operate in a fast-paced environment.
- Must adapt well to change and successfully adjust priorities as needed.
- A skills assessment may be conducted as part of the interview process.
Benefits
- Structured learning and career development programs
- Mental health program
- Generous Paid Time Off policy
- Paid medical leave
- Child/dependent care reimbursement
- Education reimbursement
- 401k match, hardship loan program, access to financial wellness advisor
- Comprehensive healthcare coverage including medical, dental, and vision
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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