Manager, Quality Assurance

Call Center Quality Assurance Manager

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. Implement best practices for Quality Assurance (QA) in the Call Centers.

Ensures that each staff member has clearly established goals and objectives, monitors staff performance, conducts periodic performance evaluations and ensures succession planning for key positions, including own

Motivate and inspire team members, maintains healthy group dynamics, facilitates problem solving and collaboration, and helps drive appropriate workplace behaviors

Identify trends and improvement opportunities on an individual, team and call center level with the objective of improving 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, and 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. Participates in design of call monitoring formats and quality standards

Report to the Call Center leadership and other Executives Call Center QA and Member Satisfaction metrics

Provides project support as a department advocate and subject matter for team projects with tasks that will impact the processes and procedures for quality assurance team and the call centers

Identify and evaluate state-of-the-art technologies: defining user requirements: productivity, quality, and member-service standards; contributing information and analysis to organizational strategic plans and reviews

Produces and analyzes reports for trends, patterns, and root causes of issues

Perform additional duties and projects as assigned by management

Bachelor's degree in a related field or equivalent work experience

Minimum five (5) years' experience supervising or managing a large call center environment; to Include Quality Management experience required and minimum two (2) years supervisory experience of exempt and non-exempt personnel required

Proficient in Microsoft Word, Excel, including PowerPoint required

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 required

Proven leadership and management skills to include hiring, training, coaching, conflict resolution, performance management, and time management

Effective oral & written communication skills, excellent interpersonal skills, able to present with credibility and authority. Must be able to effectively communicate with all levels of management including both internal and external partners

Proactive, innovative, able to develop new concepts and to deliver creative solutions. Ability to make critical business and make decisions independently

Strong critical thinking and analytical skills with effective troubleshooting and problem-solving abilities

Self-motivated with a high level of initiative and work well in a team environment; demonstrated ability to support team members in achieving department goals