JOB TITLE: Global Call Center Quality Assurance Manager
DIVISION: Global Candidate Services
REPORTS TO: Director of Operations
LOCATION:7941 Corporate Dr. Nottingham, MD 21236
GENERAL SUMMARY:
Prometric is seeking an experienced quality assurance professional to join our compliance team and lead process improvement efforts across the organization.The Quality Assurance Manager will lead Compliance team initiatives within Prometric including: auditing, process improvement, and metric reporting & analysis. The ideal candidate will be process and detail-oriented, possess a passion for process improvement and be comfortable communicating across multiple levels of the organization.
DUTIES & RESPONSIBILITIES:
- Management and oversight of the Quality Assurance programs in the Global Candidate Services organization.
- Responsible for hiring, coaching and evaluation of all Quality Assurance Specialists and Trainers.
- Lead strategic business planning, define operational goals, and set performance metrics that drive productivity and quality improvement.
- Provide leadership and training that will ensure a very high level of service.
- Overall ownership and accountability for the success of the quality and training assurance program.
- Leads quality and training reporting and the development of action plans to achieve target improvement goals.
- Initiates continuous process improvement by analyzing performance reports to identify trends and patters, that may interfere with achieving targets.
- Maintain records and prepare reports in a timely manner.
- Provides operational leadership in the development and delivery of quality and training assurance within a fast-paced growing function.
- Demonstrated excellence in presentation skills with the ability to deliver information to a variety of audiences.
- Strong organizational, communication, and leadership skills; able to drive performance through clear objectives
- Strong knowledge of quality and training assurance methodologies to drive efficiencies and best practices
- Experience in leading and growing a small operation to the next level. Must know how to drive operational improvements and quality performance through productivity measurement, staff coaching, new technology enhancements and training.
- Proven experience managing to operational metrics, ensuring customer satisfaction, managing staff using metric based statistical performance levels, manage support cost to targeted forecast
- Maintain constant flow of communication with necessary information from/to all regions/ departments to Team Leaders/ CSRs/ Managers. Act as QA CoE's point of contact with regards to all QA matters.
- May conduct training sessions for quality, trainer and or internal associates.
- Oversees the implementation of effective training feedback methods to improve training and quality programs.
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
- Exceptional decision-making ability
- Ability to lead change for the betterment of the business and the staff
- Ability to work on a variety of tasks simultaneously
- Attentive, accurate and focused, with careful eye for detail
- Ability to handle confidential material relating to employee and company information
- Strong work history showing excellent accountability and reliability
- Good attendance and adherence record
- Self-starter and always thinks outside-the-box. Challenges the status quo to drive positive change.
- Proficiency in using Microsoft Office Applications (Word/ Excel/ Power Point)
- Will deliver on objectives without being handheld
REQUIRED QUALIFICATION:
- 5 years of management and/or leadership experience which includes a minimum of 2 years managing training and/or quality teams;.
- experience in a contact center environment including experience handling customer escalations and managing supervisors.
- Knowledge and experience with quality and training programs.
- Experience developing and delivering compelling presentations to the leadership team
- Experience developing and managing budgets, expert financial acumen in supporting various business units, cost centers, including labor and staffing expenses.
- Exceptional communication, organizational and decision-making skills.
- Ability to lead change for the advancement of the business and staff
- Ability to establish standards and best practices - developing policies, procedures, and workflows.
- Ability to adjust to large changes in the workload and adapt to business needs, seasonality to the workload
- Possesses a positive and lively persona and understands the importance of a happy and healthy work environment, while implementing employee engagement activities
- Education: Bachelor's degree preferred
Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation,race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.