Senior Call Center Quality Manager

Washington, DC
Apr 07, 2017
May 12, 2017
Full Time
General Dynamics Information Technology is looking for a Senior Quality Manager with call center experience to join our team!  The Senior Quality Manager will provide oversight and direction for the quality function in a service center operation, managing a team of Quality Supervisors, Monitors, and/or Specialists that provide service feedback, track service metrics, and analyze performance and process improvements. Ensures compliance with program(s) and company polices.

    Assists the Continual Service Improvement (CSI) Director with all aspects of the CSI functional area, acting as back-up during CSI Director Unavailability. Attends program level meetings such as client meetings, cost reviewsAids the Director in the development and maintenance of a quality plan and Standard Operating Procedures (SOPs) for the CQA program, including program quality, service quality and data quality standards, quality scorecards, quality monitoring, performance coaching, performance metric assessment, lessons learned, SOP management, data analytics, speech and text analytics trending, reporting and continual improvement actions.Manages a team of multiple Quality Managers and/or Quality Analysts at the PMO and contact centers, establishing processes and procedures, roles, work standards, work product schedules and delivery timelines, performance objectives, and enforcement through regular oversight.Ensures individual and team standards for quality service center are achieved and initiates improvement actions when necessary.Facilitates communications, daily team meetings, CSI schedule reviews, and calibration activities.Conducts monthly performance review sessions with each site QA Manager and PMO QA Manager respectively; completes yearly performance assessments and merit reviews.Works collaboratively with all Integrated Product Team (IPT) leads, representatives from USCB, training and contact center operations personnel to ensure consistency in quality service requirements.Has primary oversight of all CSI and QM performance. Ensure QA staff:
      Monitors and reports program performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified.Analyzes performance trends and takes proactive steps to prevent service shortcomings.Develops and conducts quality-related training or communications.Reports performance information through formal and informal reports that may be contractual deliverables.Contract deliverable and other work product documents are quality reviewed by CSI prior to submission to USCB.Represents the quality function to other CQA functional area representatives as well as USCB/client representatives, serving as a point of contact for quality inquiries.Conducts process and product audits to confirm compliance with company policies.Maintains registers for Lessons Learned, Continual Improvement, SOPs, and all other necessary tracking documents.Weekly calibration sessions are conducted at the PMO and site levels, respectively.Participates in special projects as required.

    Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training, or work experience. 

    10 - 12 years of related management experience in contact center operations, quality monitoring, quality assurance, and/or customer service.Total Quality Management, ITIL, Six Sigma or other quality affiliated training and/or certification is preferred.
  • Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
  • Effective time and human resource management skills.
  • Organizational, teamwork, and customer service skills.
  • Effective oral and written communication skills.
  • Proficiency with MS Office Products: Word, Excel, PowerPoint, Project

Working Conditions

The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

Work may require some physical effort in the handling of light materials, boxes, or equipment.

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
 GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. 

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.