Manager, Quality Assurance

About the role

Manage the operations of the organization's Telephone Quality Monitoring program to ensure proper quality assurance policies and procedures are met. Oversee all quality assurance for the Member Services operations, including development, implementation, and improvement of quality program standards and reporting.

Responsibilities

• Implement best practices for Quality Assurance (QA) in the Call Centers.
• Ensure each staff member has clearly established goals and objectives; monitor staff performance, conduct periodic performance evaluations, and ensure succession planning for key positions, including your own.
• Motivate and inspire team members, maintain healthy group dynamics, facilitate problem solving and collaboration, and drive appropriate workplace behaviors.
• Identify trends and improvement opportunities on an individual, team, and call center level to improve member satisfaction, accuracy, compliance, first contact resolution, and adherence to member service expectations.
• Generate comprehensive qualitative and quantitative reports; conduct performance analysis to identify appropriate performance standards and acceptable quality levels.
• Develop efficiencies to consolidate and increase the effectiveness of reporting; maintain department reports used internally and externally.
• Plan, coordinate, and direct quality assurance activities designed to promote outstanding member service.
• Lead the design and implementation of policies and procedures to ensure that quality standards are met.
• Participate in the design of call monitoring formats and quality standards.
• Report Call Center QA and Member Satisfaction metrics to Call Center leadership and other Executives.
• Provide project support as a department advocate and subject matter expert for team projects impacting processes and procedures for the quality assurance team and call centers.
• Identify and evaluate state-of-the-art technologies; define user requirements, productivity, quality, and member-service standards; contribute information and analysis to organizational strategic plans and reviews.
• Produce and analyze reports for trends, patterns, and root causes of issues.
• Perform additional duties and projects as assigned by management.

Requirements

• Bachelor’s degree in a related field or equivalent work experience.
• Minimum five (5) years’ experience supervising or managing a large call center environment, including Quality Management experience.
• Minimum two (2) years supervisory experience of exempt and non-exempt personnel.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Comprehensive knowledge of Verint or equivalent call center management application.
• Knowledge of Fund Benefits, Programs, Policies, and Procedures.
• Strong background in developing Call Center Training and implementing Quality Assurance programs.
• Professional demeanor, dependable, and able to maintain confidential information.

Skills

• Proven leadership and management skills, including hiring, training, coaching, conflict resolution, performance management, and time management.
• Effective oral and written communication skills; excellent interpersonal skills; able to present with credibility and authority.
• Ability to communicate effectively with all levels of management, including internal and external partners.
• Proactive, innovative, and able to develop new concepts and deliver creative solutions.
• Ability to make critical business decisions independently.
• Strong critical thinking and analytical skills with effective troubleshooting and problem-solving abilities.
• Self-motivated with a high level of initiative; works well in a team environment and supports team members in achieving department goals.

Employment Type: Full time | Position Status: Permanent | Workplace Arrangement: Hybrid | Fund: 1199SEIU National Benefit Fund | Job Classification: Exempt