Job Description Summary:
Provides oversight and direction for the quality function in a contact center operation environment for a large government program. The QM will be managing multiple contact center site quality teams defined by regional areas which consist of area Quality Managers, Supervisors, Quality Monitors and other support staff that provide quality and compliance monitoring, performance to meet specific contractual service metrics, and analyze performance to administer continual improvement. The QM will be responsible for developing and delivering training materials to new hire and existing staff members, monitoring and evaluating quality assurance plans, and addressing remedial training needs.
Essential Job Duties
Education and Experience Requirements
In accordance with contractual requirements:
Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau
Job Summary:
Essential Job Duties
- Assists with the development and maintenance of the quality plan for contact center operations, including service and data capture quality standards, quality scorecards and ratings, monitoring, coaching, performance metric assessment, and continual improvement actions.
- Provide strategic management to a team of area Quality Managers and Quality Analyst by establishing roles, directing resource task allocation, work standards, performance objectives, and enforcement through regular oversight.
- Responsible for managing all projects, tasks, processes and tools associated with the Data and Service Quality function, with oversight from the Sr. Quality Manager. Ensures that timely and frequent communication of activities is reported to BOSC Management.
- Works with BOSC Management staff to contribute and execute quality initiatives.
- Ensures team standards for quality service centers are achieved and initiates improvement actions when necessary.
- Facilitates client calibration activities, oversees site calibration activities, works collaboratively with regional quality managers, quality analyst, training and contact center operations personnel to ensure consistency in quality service requirements.
- Monitors and reports service center performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified. Ensures the achievement of the quality contractual service requirements for each regional quality team.
- Analyzes performance trends, identify mitigation steps as needed and takes proactive steps to prevent service shortcomings.
- Develops, maintains, and manages execution of program Standard Operating Procedures (SOPs) related to Data, Service quality, policies and procedures.
- Updates and maintains all quality program documents in relation to Data and Service quality procedures.
- Reviews training modules, creates and contributes to content development.
- Reviews and contributes to the development and delivery of training materials to staff members, administer course exams and material review for new hires, conduct ongoing and remedial staff training.
- Assess the effectiveness of training programs
- Reports performance information through formal and informal reports that may be contractual deliverables. Directs Quality Analyst on producing performance analyzes.
- Represents the Data and Service Quality function to BOSC, as the subject matter expert serving as a point of contact, for quality inquiries and client presentations.
- Adheres to and ensures staff is following company policies to include timesheet compliance, goal review/performance and mandatory training.
- Manages workload assignment and participates in special projects as required.
- Collaborates with Project Management Office (PMO) management staff on executing quality initiatives, plans efforts collaboratively with site level contact center operations and training staff.
- Oversee the day-to-day functions of the Quality Assurance (QA) department.
Education and Experience Requirements
- Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.
- 5-7 years of related experience in contact center monitoring, quality assurance, operations and/or customer service.
- Quality Management certification preferred.
- Comprehensive knowledge of contact center quality assurance, data integrity compliance and continuous improvement concepts, procedures, and processes.
- Experience with government contracts preferred.
- Minimum of three years management experience and skills in providing oversight of in-office and remote staff in a multi-tiered department structure.
- Demonstrated organizational, teamwork, and customer service skills.
- Effective oral and written communication skills, to include presentation skills with senior level personnel and/or government representatives.
- Proficiency with MS Office Products: Word, Excel, PowerPoint, Project, Visio
- Minimum of two years’ experience with Contact Recording Systems such as TTEC or Genesys.
- Experience in drafting and maintaining SOPs and/or process manuals for a quality organization.
- Experience with the quality calibration process, to include management and facilitation of weekly sessions.
In accordance with contractual requirements:
Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau
Essential Duties and Responsibilities:
- Design, develop and implement training curriculum and supporting materials.
- Develop training schedules based on the evaluation of the need for new staff.
- Develop and deliver training through input and communication with the client and Project Director.
- Ensure that Client Service Reps are provided with updated knowledge required for the project, which includes management of changes to scope and direction.
- Communicate operating policies and procedures and ensure compliance with contractual agreement.
- Arrange staff training on a regular and ongoing basis regarding telephone protocols and project information obtained through quality assurance monitoring.
- Manage Quality Assurance and Quality Control operations including planning, implementing, monitoring and reporting functions.
- Manage internal and external customer expectations related to quality management, and effectively communicate corporate quality standards across the project.
- Support and improve the Quality Program and provide the leadership and direction to enhance accepted standards of quality practices, continuous improvement and ethical considerations.
- Aggregate and analyze quality data and identify opportunities for improvement in product and service quality, and the design and implementation of key business and quality processes.
- Maintain responsibility for developing, implementing and writing procedures, work instructions and flow-charts for QA and QC activities and monitoring compliance with contractual agreements.
Minimum Requirements:
- Bachelor's degree in related field required.
- 5-7 years of relevant professional experience required.
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