Business Description:

Do you enjoy providing operational stability and positive change management for Contact Centers, Customer Service Specialist, Operations areas and their related support organizations thru the focused delivery of high-quality business process solutions and professional technical services? You have found the right team!

As a Quality Manager in our Quality Assurance & Analytics team, you will be supporting and leading a team that is responsible for reviewing, testing, and analyzing processes, data, and completed work for compliance to regulations and other written documentation. These processes may include customer call handling, vender processing, production, or a wide variety of transaction and exception processes. Effective decision making, communication, and collaboration is necessary to advance operational quality through root cause analysis and process improvement.

Job Responsibilities:

• Lead a team of quality analysts supporting multiple business
• Manage and maintain the quality program, resources, and budget 
• Develop employees to meet quality, business, personal goals, and manage performance 
• Help to develop and implement quality strategies as part of the quality leadership team and provide operations quality support for audits and control testing
• Provide systemic quality monitoring and analysis of processes through on-site observations (Process Surveillance)
• Review quality data to identify trends and partner with business leaders to improve quality and compile data, trending results, and make recommendations to leadership
• Prepare and present quality assurance results and opportunities to leadership
• Facilitate different types of meetings with a variety of stakeholders. Collaborate with quality leaders to mature the quality program
• Identify gaps and recommend system, process, and or procedural improvements, support root cause and corrective action analysis, planning, and verification
• Proactively review procedures and processes for updates and enhancement

Required Qualifications, Capabilities and Skills:

• Extensive knowledge of quality management best practices, root cause / corrective action / preventative action, and defect elimination
• Strong interpersonal skills and ability to collaborate with key stakeholders
• Ability to manage expectations and deliver results. Self-motivated, proactive, results oriented, problem solving ability
• Independent decision making and critical thinking 
• Strong Excel, PowerPoint, and Word skills with excellent facilitation and presentation skills
• Ability to provide effective feedback on identified quality trends, process performance and ability to design, implement, and manage quality assurance programs
• College diploma in related field or equivalent experience is required