Manager, Contact Center Quality
Manager, Contact Center Quality
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$ 99100 - 168500
1 Vacancy
Job Description
Workforce Classification:
HybridJoin Our Team: Do Meaningful Work and Improve Peoples Lives
Our purpose to improve customers lives by making healthcare work better is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.
To better serve our customers we are fostering a culture that emphasizes employee growth collaborative innovation and inspired leadership. We are dedicated to creating an environment where employees can excel and where top talent is attracted retained and thrives. As a testament to these efforts Premera has been recognized on the 2025 Americas Dream Employers list. Newsweek honored Premera as one of Americas Greatest Workplaces Americas Greatest Workplaces for Inclusion and Americas Greatest Workplaces For Mental Well-Being Forbes ranked Premera among Americas Best Midsize Employers for the fourth time.
Learn how Premera supports our members customers and the communities that we serve through our Healthsource blog: you ready to take your career to the next level and make a significant impact within our organization We are seeking a dynamic and passionate individual to join our team as the Manager Contact Center Quality. In this role you will have the opportunity to develop and lead a dedicated team drive excellence in customer service and shape the future of our contact center operations. If you are a strategic thinker with a proven track record in quality management and a desire to inspire and motivate others this is the perfect opportunity for you. Join us and be part of a team that values innovation collaboration and continuous improvement. Apply now and help us deliver exceptional experiences to our customers!
The Manager of Contact Center Quality oversees the quality assurance programs for various customer service lines of business (LOBs) onshore and offshore and the Local Operations Scorecard (LOS). This role establishes and implements quality standards governing customer interactions implements monitoring programs and addresses gaps and ensures quality metrics are met. The Manager leads a team that audits customer service representatives to ensure they meet Premeras high standard of service for our members. This team also designs and implements programs and process enhancements to increase quality. The Manager is responsible for reporting quality metrics to all levels of the organization and making recommendations to continuously improve quality standards and performance. This role reports to the Director of Operations.
What you will do:
- Manage assigned team including hiring coaching supporting professional development and providing appropriate and timely performance feedback to staff both informally and during formal review processes.
- Oversee and manage the LOS scores for assigned lines of business to ensure Premera is meeting or exceeding requirements.
- Responsible for resolving audit escalations.
- Continuously monitor evaluate and improve auditing procedures to meet and exceed organizational goals.
- Develop and implement quality improvement programs.
- Collaborate across functions and departments to ensure consistent quality standards throughout the organization.
- Manage quality performance of vendors to ensure contractual requirements are being met.
- Create and present Quality Performance reports for all levels of the enterprise.
- Manage budget for assigned areas.
- Anticipate the impact of changes in the business environment for assigned work areas and adjust work assignments and processes as necessary.
- As part of this role you may be assigned internal controls derived from Premeras internal controls framework. You will be accountable to understand the controls assigned to you their impacts on Premera and to ensure that they are operating effectively.
- As part of this role you may have responsibility for oversight of third parties. You will be accountable for ensuring the third parties assigned to you operate effectively in compliance with their contract and Premeras Third Party Code of Conduct and that you and the third parties complete all assigned mitigation activities in a timely and accurate manner.
- Performs other duties as assigned.
What you will bring:
- A bachelors degree in business administration or a related field or four (4) years of related work experience (Required).
- Five (5) years of experience in customer service preferably with a focus on quality assurance (Required).
- Three (3) years management experience (Required).
- Proven leadership skills with experience managing managers and large cross-functional teams (Required).
- Strong analytical skills to monitor evaluate and improve customer service processes (Required).
- Strong reporting and data visualization skills (Required).
- Excellent communication skills (Required).
- Adept at effectively collaborating cross functionally and influencing without authority (Required).
- A Masters degree in business administration quality management or a related field is preferred.
- Proficiency in using technology advanced analytical tools and software to monitor and improve quality processes.
What you will gain:
- Leadership and Team Management: This role involves hiring coaching supporting professional development and providing performance feedback to staff. This will enhance your ability to lead and manage teams effectively.
- Quality Assurance and Improvement: This role will oversee and implement quality standards monitor programs address gaps and ensure quality metrics are met. This will develop your skills in maintaining and improving quality assurance processes.
- Analytical and Reporting Skills: This role requires strong analytical skills to monitor evaluate and improve customer service processes as well as the ability to create and present quality performance reports.
- Cross-functional Collaboration: You will collaborate across functions and departments to ensure consistent quality standards throughout the organization enhancing their ability to work effectively with diverse teams.
- Vendor Management: Managing the quality performance of vendors to ensure contractual requirements are met will develop their skills in overseeing third-party relationships and ensuring compliance.
Physical Requirements:
The following have been identified as essential physical requirements of this job and must be performed with or without an accommodation:
This is primarily a sedentary role which requires the ability to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects including the human body.
Premera total rewards
Our comprehensive total rewards package provides support resources and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks theyre a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical financial emotional and community benefits including:
Medical vision and dental coverage with low employee premiums.
Voluntary benefit offerings including pet insurance for paw parents.
Life and disability insurance.
Retirement programs including a 401K employer match and believe it or not a pension plan that is vested after 3 years of service.
Wellness incentives with a wide range of mental well-being resources for you and your dependents including counseling services stress management programs and mindfulness programs just to name a few.
Generous paid time off to reenergize.
Looking for continuing education We have tuition assistance for both undergraduate and graduate degrees.
Employee recognition program to celebrate anniversaries team accomplishments and more.
For our hybrid employees our on-campus model provides flexibility to create your own routine with access to on-site resources networking opportunities and team engagement.
Commuter perks make your trip to work less impactful on the environment and your wallet.
Free convenient on-site parking.
Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.
Participate in engaging on-site activities such as health and wellness events coffee connects disaster preparedness fairs and more.
Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
Need a brain break Challenge someone to a game of shuffleboard or ping pong while on campus.
Equal employment opportunity/affirmative action:
Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race color religion sex national origin age disability marital status veteran status gender or gender identity sexual orientation genetic information or any other protected characteristic under applicable law.
If you need an accommodation to apply online for positions at Premera please contact Premera Human Resources via email at or via phone at .
The pay for this role will vary based on a range of factors including but not limited to a candidates geographic location market conditions and specific skills and experience.
The salary range for this role is posted below; we generally target up to and around the midpoint of the range.
National Plus Salary Range:
$99100.00 - $168500.00*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.
Were happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. Were committed to creating an environment where all employees are celebrated for their unique skills and contributions.
Required Experience:
Manager
Employment Type
Full-Time
