Senior Manager - Quality Assurance

Responsibilities

·        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 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

·        Identifies 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

Qualifications

·        Bachelor’s degree in a related field or equivalent work experience

·        Minimum six (6) years’ experience supervising or managing a large call center environment; to Include Quality Management experience 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