Senior Manager - Call Center Quality Assurance

Job description

Responsibilities · Manage the operations of the organization's Telephone Quality Monitoring program to ensure proper quality assurance policies and procedures are met · Oversee all quality assurance for the Member Services operations including development, implementation and improvement of quality program standards and reporting. Implement best practices for QA in the Call Centers. · Ensures that each staff member has clearly established goals and objectives, monitors staff performance, conducts periodic performance evaluations and ensures succession planning for key positions, including own · Motivate and inspire team members, maintains healthy group dynamics, facilitates problem solving and collaboration, and helps drive appropriate workplace behaviors · Identifies trends and improvement opportunities on an individual, team and call center level with the objective of improving member satisfaction, accuracy, compliance, first contact resolution, and adherence to member service expectations · Generate comprehensive qualitative and quantitative reports: conduct performance analysis to identify appropriate performance standards and acceptable quality levels · Develop efficiencies to...