Supv. Contact Center Quality Assurance

Job Description

In addition to the responsibilities listed below, this position is responsible for coaching team on performing member interaction monitoring and calibration sessions to ensure quality, accuracy, and compliance; guiding team on the investigation and resolution of service and quality issues submitted by members, staff, and external agencies and ensuring the timely resolution of issues as well as providing coaching for improving member interactions; reviewing staff performance, complaints, escalations, and rebuttals to determine compliance with standards and resolve issues; providing guidance to team on serving as a consultant to a variety of stakeholders on the identification and resolution of process, system, and/or training gaps for improved efficiency and effectiveness; participating in the development of and ensuring team adherence to quality standards, processes, resources, training, and educational materials; serving as a resource to team members by sharing knowledge of and changes to quality processes and regulatory requirements; and tracking and compiling data as well as reporting trends and actionable insights to various stakeholders.

Essential Responsibilities

• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
• Supports contact center services by: ensuring team members have the information and resources needed to  consistently support customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality; and overseeing the tracking and resolution of a wide range of complex issues reported by customers across segments (e.g., internal stakeholders, members, patients, providers, doctors) within a team.
• Enables contact center operations by: utilizing knowledge of labor environment regulations and requirements, labor contracts, and reviewing performance and operations metrics to make recommendations for improvements and implementing updates to guidelines and policies within a team; and coordinating and guiding improvement efforts to process efficiency or technology usage.
• Contributes to the development of contact center operational insights by: reviewing and providing recommendations on analyses of contact center operational data, within a team; sharing updates with team to ensure implementation of processes to improve contact center operational efficiency; and reviewing team member’s insights from operational reports and other analytical outputs within a work team to ensure accurate information is presented to leadership as well as awareness of budgetary impacts (e.g., payroll, overtime, hiring).
• Contributes to contact center service quality and effectiveness by: reviewing and providing recommendations on analyses of quality data and using data to improve quality and ensure accurate information is presented to leadership; and providing remediation feedback response to quality concerns and communicating recommendations for mitigation to leadership.                                                               

Minimum Qualifications                                                                          

• Minimum two (2) years of experience performing quality assurance in a call center environment.
• Minimum one (1) year experience working with quality assurance software and/or tools.
• Minimum two (2) years experience working with Excel.
• Minimum two (2) years of experience in a leadership role with or without direct reports.
• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics,  Mathematics, or related field AND minimum five (5) years of customer service or a directly related field OR Minimum six (6) years of experience in customer service or a directly related field.     

Additional Requirements                                                                        

• Knowledge, Skills, and Abilities (KSAs): Business Process Improvement; Applied Data Analysis; Data Quality;
• Consulting; Quality Improvement; Reporting Tools; Trend Analysis; Acts with Compassion; Relationship Building; Mentoring and Coaching; Calendar Management; Time Management; Quality Assurance Process; Service Focus; Computer Literacy; Member Service; Microsoft Office; Reputational Management; Prioritization; Incident Escalation; Work Process Design
• Leadership Skills: Strong leadership and team management skills to effectively lead a team of quality analysts.
• Analytical Skills: Excellent analytical and problem-solving skills to assess data and identify trends and improvement areas.
• Communication Skills: Superior verbal and written communication skills to provide clear feedback and present findings.
• Attention to Detail: Keen attention to detail to ensure accurate evaluations and identify subtle issues.
• Project Management: Ability to manage multiple projects and initiatives simultaneously.
• Technical Proficiency: Familiarity with call center technologies, quality monitoring tools, and customer relationship management (CRM) systems.
• Interpersonal Skills: Strong interpersonal skills to build positive relationships with agents, supervisors, and other stakeholders.
• Training and Coaching: Experience in designing and delivering training and coaching programs is a plus.                                                       

Preferred Qualifications              

• Two (2) years of experience in process improvement.
• Two (2) years of experience in an operations management role.
• Two (2) years of experience in quality management/improvement.
• One (1) year of experience in healthcare or another heavily regulated industry (e.g., banking).                                                                                                                                                                                                                                                                                           

Benefits

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.
• Additional days off.