Contact Center Quality Assurance Manager

Cognosante, LLC
Columbia, MD
Apr 05, 2021
Apr 20, 2021
Full Time
Security Clearance required:No clearance requiredCognosante is on a mission to transform our country's healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people's lives today!Job DescriptionThe Quality Assurance Manager will be responsible for developing and maintaining an effective quality assurance and monitoring program to ensure services are performed as required. He or she will manage all procedures and processes described in the Quality Assurance Plan. This includes measuring and gauging all contact center activities and handling all quality-related inquiries.Key ResponsibilitiesOversee all quality activitiesDraft, update, and finalize the Quality Assurance PlanDevelop and implement procedures to identify, prevent, and ensure non-recurrence of defective servicesCompile, track, and share performances at team and individual levelsProvide actionable data to appropriate stakeholdersEnsure effective delivery of high-quality servicesPrepare and analyze internal and external quality reportsCollaborate closely with the Training Manager and Content TeamUse the Quality system to monitor, review, and measure calls against the scorecardProvide guidance to CSRs or supervisors in situations where calls were poorly handledManage a dedicated quality management teamProvide best practice operational quality policies and proceduresEnsure calibration of measurements across operations (beyond a single site)Report issues and status to Program ManagerPerform additional task as assignedRequired QualificationsAssociates DegreeFive years of experience working in quality assuranceCandidates that do not meet the required qualifications will not be considered.

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