Service Center Quality Manager

Company Description


The Quality Manager provides direct oversight and supervision of a team of Quality Analysts who complete multiple evaluations of CSR assisting participants regarding benefits, etc. The Quality Manager ensures quality samples are met, grading consistency and collaboration with POD Team Managers while maintaining the quality program, grading guides and client-facing quality initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES


• Uphold the quality program standards to drive improved performance of Client Service Representatives (CSRs)
• Monitoring and analyzing quality data to identify trends and areas for improvement
• Motivating and engaging team members to achieve quality goals
• Identifying and implementing process improvements to enhance quality and efficiency
• Interact with project team on a regular basis to determine needs or problems and provide appropriate, feasible solutions
• Assist with onboarding new CSRs with quality training and support
• Ensuring participant interactions and services meet client specifications and industry standards
• Maintain a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently met
• Design, implement and monitor reports and communications on a regular basis
• Participate in the development, implementation and improvement of departmental policies and procedures
• Monitor and provide quality performance measurement standards for individuals and the department
• Provide feedback and coaching to team members via regular one-on-one meetings
• Conduct formal performance reviews and appropriate disciplinary action in a timely manner
• Monitor and develop programs to enhance employee engagement and career development for individuals on the team
• Collaborating with other departments to address quality issues.
• Monitor and coordinate department functions to meet deadlines required by customers and operations
• Assist with recruitment, hiring and training of new employees and ongoing training and support for the team(s)
• Confirm and verify representatives understanding of all Empyrean systems utilized to complete work functions
• Ensure data integrity with proper use of case management and other tools
• Participate in customer tours and assist with internal audits and special projects, as requested
• Perform other job-related duties as assigned

REQUIRED SKILLS AND ABILITIES


• Strong analytical and problem solving skills
• Strong proficiency in MS Excel
• Strong attention to detail and accuracy
• Ability to be flexible and work under pressure to meet strict deadlines in a team environment
• Strong interpersonal skills suitable for interacting with various departments
• Effective verbal and written communication skills
• Excellent listening and probing skills
• Ability to carry out assigned projects to their completion
• Self-starter and team motivator with excellent organizational and time management skills
• Ability to lead, motivate, and coach an empowered team
KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS


▪ Bachelor’s degree preferred but not required
◦ In lieu of Bachelor’s degree, equivalent years of experience in customer service, human resources management, benefits administration or a related field
▪ Understanding of health and welfare benefits, Section 125 FSA claim processing, COBRA, and retiree direct billing
▪ 2 years of Benefit or Insurance Customer Service experience
▪ 2-5 years’ supervisor experience preferably in a call center
▪ Health and welfare benefits administration experience preferred
▪ Prior experience overseeing quality control staff or quality program preferred
▪ Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered


OTHER REQUIREMENTS


▪ Excellent attendance and punctuality are essential
▪ Must be available to work on 8 hour shift anytime between 7 am – 10 pm, Monday through Friday

Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time


Empyrean is an Equal Opportunity Employer: including disability and veterans