Essential Functions/Core Responsibilities
• Design, monitor and evaluate adherence to and efficiency of key customer related quality processes that support ability of account to achieve business results and client satisfaction
• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Initiate quality process changes to achieve desired business goals, client and customer satisfaction
• Facilitate and/or participate in call monitoring sessions and support root cause analysis to achieve desired business goals, client and customer satisfaction
• Analyze results and trends on all quality metrics across assigned multiple account(s)
• Provide feedback to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) on program level Quality results/trends. Recommends and initiates change appropriately
• Support management focus on review of key drivers, metrics and operational processes in partnership with primary Quality Manager
• Establish, drive and maintain Quality governance activities, including but not limited to process documentation / standardization, staff onboarding standards, establish career paths, reporting standards, etc
• Facilitate and leads performance improvement teams
Candidate Profile
• Bachelor's Degree in related field from a four-year college or university with seven years of relevant experience (with at least two years of Progressive Management Experience) preferred
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen
Career framework Role
Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.