This Opportunity

WSP is currently initiating a search for a Full-Time Contact Center Quality Assurance and Training Manager. This position will be based out of Costa Mesa, CA.

The Quality Assurance (QA) and Training Manager is responsible for managing functions associated with supporting the front-line operations in the Service Center; primarily Quality Assurance and Training. Other Support functions could be rolled into the department in future. Duties include identifying areas of opportunity, developing solution plans, coaching team members (QA Associates & Trainers) and ensuring key metrics are achieved. This position is full-time and will require some evening and weekend schedules throughout the year to support the team. The position requires full-time in-office presence at the Service Center. Job requires knowledge of MS Office, Windows, MS Excel, proficient typing skills, excellent written and verbal communication skills as well as knowledge of front and back-office contact center functions. Six Sigma and curriculum development experience is helpful. QA and Training Manager may be reassigned on a long term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company. 

Your Impact

• Plan the work and manage the department to meet the goals of the Key Performance Indicators (KPIs) of the Service Center (Call Center, QA, Training, etc.). 
• Report weekly and monthly on quality performance, adherence to KPIs, training activities, training flashes, and related QA and training activities.
• Annually re-evaluate QA/Training department standards for bonus levels as well as corrective action guidelines.
• Continuously updates procedures, Knowledge Base, and Standard Operating Procedures (SOPs).
• Coordinate with other department managers, and supervisors on all performance issues.
• Perform related duties as assigned or delegated in the performance of the Project. 
• Maintain compliance with all company policies and procedures. 
• Ability to adhere to attendance requirements.
• Manage staff of QA and training team; occasionally step in to manage team members in other departments. Ensure hours of coverage, pay, and development is effective, accurate, and timely.
• Will support Management in ensuring conformance to the Requirements of the Agreement.
• QA 
• Training
• WSP interacts with customers directly through many different channels including, in person at the WIC, over the phone, in writing via chat, text, email and responses to the Cases. The quality of these interactions and the service provided to our customers is of the utmost importance. Our client expects WSP to develop and enact quality programs for all aspects of its operation and to train its staff to use deliberate care in each interaction and in serving our customers.
• Conduct, or assist as needed in, daily and monthly quality audits. These audits shall encompass all aspects of the CSC Operation as described in the Quality Plan. These include internal control procedures; revenue/transaction reporting; physical inventory audit; security audits; financial audit; facility inspections and processing and performance.
• Monitor and score both live and recorded CSR calls for accuracy, efficiency, professionalism and courteousness in accordance with the Quality Plan. 
• Evaluate calls, interactions and CSAT looking for opportunities for improvement to scripts, operational process and training.
• Provide QA on software testing and releases ensure software, system and operations are working correctly. Addressing any issue to operational management to be corrected. 
• Evidence of quality conformance such as evidence of documentation of adherence to testing procedures and achieving expected test results in the Monthly Operations Report, results of quality audits and system reports.
• Initiate new, improved Quality evaluation methods and tools. 
• Perform all activities in the approved Quality Plan, making any necessary updates or changes in accordance with the change control.
• Integrate Knowledge Management System with New Hire Training curriculum. Maintain updates. 
• Identify and assess current and future training needs through performance analysis and consultation with line managers, and Supervisors. 
• Monitor and evaluate training program’s effectiveness and success.
• Ensure training environment is updated and available for new hire classes. 

Who You Are

Required Qualifications

• Bachelor's Degree in relatable discipline or additional years of experience in lieu of degree.
• 5-years preferred experience as a call center Quality Assurance Manager, 2-years minimum
• 3-years of experience in toll BOS and CSC Operations
• Experience with QA software; Calabrio One, NICE CXone, Genesys Cloud CX, CallMiner Eureka- highly preferred.
• Experience in training or oversee training programs. 
• Experience effectively implementing and managing document control processes (training programs, policies/procedures, knowledge base, etc.) 
• College Degree preferred. 
• Ability to make sound decisions quickly in a fluid work environment. 
  Strong interpersonal skills and the ability to communicate with many different levels of employees.
• Excellent written and verbal communication skills 
  Requires proven leadership and time management skills, dependability, and initiative. 
• Ability to pioneer initiatives 
• Ability to work well with all employees, client, and customers. 
• Ability to work independently. 
• Ability to work under pressure, meet deadlines and be accountable for the performance of others. 
• Experienced in meeting and exceeding metrics and goals. 
• Strong ability for problem solving, effectively analyze results. 

Preferred Qualifications

• Six Sigma, process excellence experience
• Specialize QA certification or training

WSP Benefits:  

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation: 

Expected Salary: $97,800 - $139,000 

WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.