Job description

Job Summary:

The Quality Manager is the liaison for Quality between the Chief of Staff and Operations. The Quality Manager is responsible for managing and directing the activities for the Company to ensure a quality customer experience for our customers. Additionally, this role conducts reviews of quality files and helps to ensure that all quality metrics are being met.

Responsibilities:

• Toward the goal of ensuring that our clients receive stellar customer satisfaction, the Quality Manager:
• Ensures that the required number of Quality reviews have been completed for each agent
• Facilitates and organizes recognition programs for agents with excellent quality performance
• Works with internal, cross-functional teams to identify, develop, and/or drive action plans to increase customer satisfaction and/or decrease costs.
• Works with COS to track and report progress of call center quality assurance results and status of action plans to upper management.
• Assists with resolving issues arising from customers or internal operations.
• Assists with Initiation and/or driving improvement initiatives.
• Utilizes the reporting mechanisms available to identify performance improvement opportunities (e.g. process, policy, communications, and representative performance) and communicate opportunities to management.

Requirements and Qualifications:

• Bachelor’s degree preferred
• Excellent written and oral communication skills
• Strong PC skills, including proficiency in using MS Word, Excel and Office.
• Training and content development experience
• Excellent facilitation skills
• Ability to prioritize work in order to meet deadlines.
• Ability to adjust to changes in workloads and assignments.
• Professional personal presentation.
• Organizing and planning skills.
• Ability to pay close attention to detail.

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and photocopiers.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee frequently is required to stand, walk, use hands and fingers, handle or feel, and write.

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

COVID-19 considerations:
Masks are required at all times while onsite.

Education:

• Bachelor's (Preferred)

Work Location: One location

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