Quality Assurance Manager
North South Consulting Group, LLC · Camp Pendleton South, CA · 2 wk ago
On-siteEducationFull-time
Responsibilities
- Develop, implement, and maintain the Quality Control Plan (QCP).
- Monitor contract performance against all PRS metrics and performance standards.
- Coverage call monitoring and quality reviews of customer interactions.
- Develop quality scorecards, evaluation criteria, and performance reports.
- Analyze performance trends and recommend corrective actions and process improvements.
- Conduct internal audits to ensure compliance with contract requirements.
- Provide coaching and feedback to supervisors and customer care representatives.
- Track corrective actions through completion.
- Prepare monthly quality assurance reports for Government review.
- Ensure compliance with HIPAA, Privacy Act, cybersecurity, and PII requirements.
- Serve as the Alternate Program Manager when required.
- Aid in risk management, transition activities, and continuous process improvement initiatives.
- Support Government Quality Assurance Surveillance Program (QASP) reviews.
Qualifications
- Bachelor’s degree
- 3 years or more of QA/QC experience in a call center or customer service environment.
- Experience developing quality assurance scorecards and monitoring customer interactions.
- Knowledge of quality management methodologies and continuous improvement processes.
- Experience conducting performance audits and compliance reviews.
- Strong leadership and coaching abilities.
Desired Qualifications
- Experience supporting Department of Defense or healthcare contracts.
- Leverage in Lean Six Sigma or other quality improvement certification.
- Experience preparing executive performance reports and dashboards.