Senior Manager - Call Center Quality Assurance

Requisition #:

7163

# of openings:

1

Employment Type:

Full time

Position Status:

Permanent

Category:

Non-Bargaining

Workplace Arrangement:

Hybrid

Fund:

1199

SEIU National Benefit Fund

Job Classification:

Exempt

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 and Procedures

• Strong background in developing Call Center Training and implementing Quality Assurance programs

• Professional demeanor, dependable, and able to maintain confidential information required

• Proven leadership and management skills to include hiring, training, coaching, conflict resolution, performance management, and time management

• Effective oral & written communication skills, excellent interpersonal skills, able to present with credibility and authority. Must be able to effectively communicate with all levels of management including both internal and external partners

• Proactive, innovative, able to develop new concepts and to deliver creative solutions. Ability to make critical business and make decisions independently

• Strong critical thinking and analytical skills with effective troubleshooting and problem-solving abilities

• Self-motivated with a high level of initiative and work well in a team environment; demonstrated ability to support team members in achieving department goals