Quality Management Specialist (Call Center)
Quality Management Specialist (Call Center)
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$ 82732 - 140868
1 Vacancy
Job Description
Designs updates and/or maintains the quality monitoring program evaluating the quality of services provided across the customer service departments functions Develops updates and/or maintains the departments quality management (QM) policies & procedures Conducts internal audits to measure and assure adherence to established quality assurance standards Analyzes trends and recommends enhancements to support short and longterm changes in business needs Assists with the development and adoption of metrics for the functional areas Monitors evaluates and certifies staff on the quality of call handling and other channel/functions based on established standards procedures and requirements Creates maintains and leads training in quality management (QM) processes and standards for all levels of staff and vendors Cultivates and disseminates knowledge of quality management best practices Identifies individual quality and productivity performance issues requiring refresher training and/or specialized coaching Leads calibration sessions and other quality related meetings to ensure equitybased assessments provide quality updates training etc. Produces standard and ad hoc reports such as performance detailed statistical analysis graphs charts etc. at an individual division section and department level Serves as liaison between the customer service department and other WSSC Water departments to stay abreast of activities and events that may impact quality; and design and/or implement strategic initiatives to maintain high quality outcomes Works with training staff and supervisors to address training needs resulting from quality monitoring and/or through other performance assessment methodologies/tools
Work Schedule
Monday Friday 8:00 a.m. 5:00 p.m. Additional hours as needed
Required Experience:
Unclear Seniority
Employment Type
Full-Time
