Call Center QA Manager

About the role

The QA Manager is responsible for developing, implementing, and managing the Quality Assurance and Quality Improvement Program for the DOL National Contact Center (NCC).

Responsibilities

• Develop and oversee the quality assurance and improvement framework.
• Maintain and monitor interactions, ensuring calls, emails, and other communications are evaluated for accuracy, quality, and compliance.
• Analyze performance data to identify trends, risks, and improvement areas.
• Drive quality improvement initiatives to enhance service and accuracy.
• Support training and coaching efforts with operations and training teams to address skill gaps and improve performance.
• Ensure compliance with federal regulations, DOL policies, and contract requirements.
• Lead a QA team, supervising QA analysts and ensuring consistent evaluation standards.
• Oversee call monitoring systems and quality scoring platforms.
• Provide quality reports and insights to leadership and stakeholders.

Requirements

• Bachelor's degree in Business, Quality Management, or related field, or equivalent experience.
• 7+ years of experience in contact center operations or QA, including 3-5 years in a QA leadership role.
• Experience managing multi-channel contact centers and QA programs for large teams (100+ FTEs).

Qualifications

• Preferred certifications: Six Sigma, Lean, Certified Quality Manager (CQM), COPC or contact center quality certification.