Manager, Contact Center Quality

Workforce Classification:

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Are you ready to take your career to the next level and make a significant impact within our organization? We are seeking a dynamic and passionate individual to join our team as the Manager, Contact Center Quality. In this role, you will have the opportunity to develop and lead a dedicated team, drive excellence in customer service, and shape the future of our contact center operations. If you are a strategic thinker with a proven track record in quality management and a desire to inspire and motivate others, this is the perfect opportunity for you. Join us and be part of a team that values innovation, collaboration, and continuous improvement. Apply now and help us deliver exceptional experiences to our customers!

The Manager of Contact Center Quality oversees the quality assurance programs for various customer service lines of business (LOBs) onshore and offshore and the Local Operations Scorecard (LOS). This role establishes and implements quality standards governing customer interactions, implements monitoring programs and addresses gaps, and ensures quality metrics are met. The Manager leads a team that audits customer service representatives to ensure they meet Premera’s high standard of service for our members. This team also designs and implements programs and process enhancements to increase quality. The Manager is responsible for reporting quality metrics to all levels of the organization and making recommendations to continuously improve quality standards and performance. This role reports to the Director of Operations.

What you will do:

• Manage assigned team including hiring, coaching, supporting professional development, and providing appropriate and timely performance feedback to staff, both informally and during formal review processes.
• Oversee and manage the LOS scores for assigned lines of business to ensure Premera is meeting or exceeding requirements.
• Responsible for resolving audit escalations.
• Continuously monitor, evaluate, and improve auditing procedures to meet and exceed organizational goals.
• Develop and implement quality improvement programs.
• Collaborate across functions and departments to ensure consistent quality standards throughout the organization.
• Manage quality performance of vendors to ensure contractual requirements are being met.
• Create and present Quality Performance reports for all levels of the enterprise.
• Manage budget for assigned areas.
• Anticipate the impact of changes in the business environment for assigned work areas and adjust work assignments and processes as necessary.
• As part of this role, you may be assigned internal controls derived from Premera’s internal controls framework. You will be accountable to understand the controls assigned to you, their impacts on Premera, and to ensure that they are operating effectively.
• As part of this role, you may have r