Workforce Optimization Manager

POSITION OVERVIEW

As a key member of NBME's Customer Services and Resource Center (CSRC), the Workforce Optimization Manager (Quality Assurance) is responsible for monitoring and evaluating customer interactions to ensure service quality standards are met. This role involves assessing agent performance, supporting coaching and training programs, and analyzing customer feedback and trends to drive continuous improvement. The ideal candidate will help elevate customer satisfaction, ensure compliance, and enhance the overall efficiency of the CSRC operation.

This role has been designated as primarily remote, meaning it requires little to no onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We're open to considering candidates within 50 miles of our office location in Philadelphia, PA.

Diversity, Equity, and Inclusion Statement

At NBME, we continue to innovate and improve how we fulfill the evolving needs of the healthcare community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, which includes professionals with diverse life experiences, abilities, and perspectives, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come. We also continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, workplace culture, products and services, the Philadelphia community and the broader medical education landscape.

RESPONSIBILITIES

• Monitor employee performance through call and case reviews, using data analysis, benchmarking, and audits to assess quality and goal achievement.
• Lead calibration sessions with leadership to align on performance standards; prepare detailed summary reports that support departmental strategy.
• Provide ongoing consultation to leadership on quality practices; ensure consistency and compliance through procedure reviews, issue documentation, and provide regular feedback to staff.
• Perform assigned tasks and evaluate workflows to optimize resource use; recommend and support process improvements.
• Contribute to business analytics initiatives, delivering insights to guide operational strategies and future planning.
• Analyze Customer Interaction Survey responses and determine key drivers.
• Assist in planning and developing telephony and contact center technology projects.

QUALIFICATIONS

Skills and Abilities

• Strong communication and consultation skills.
• Demonstrates initiative, sound judgment, and ability to work independently.
• Strong organizational skills and attention to detail.
• Analytical thinking and ability to synthesize complex information.
• Proficiency in Microsoft Office applications.
• Ability to motivate others, provide helpful feedback, and encourage collaboration.

Experience

• 3+ years in a contact center quality assurance role, preferred.
• Experience in quality assessment and analysis.
• Familiarity with performance management, coaching, and feedback models.
• Experience in using call monitoring software and customer service platforms.

Education

• Bachelor's Degree in Business Administration, a Related Field or Equivalent Work Experience.

About NBME

NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical school journey and provide assessment services to various health profession organizations. We are dedicated to advancing innovative assessment approaches research, collaboration and contributions to the medical education and assessment communities. In 2024, w