Call Center Quality Assurance Manager

Position Title: Manager of Quality Management 

Position Status: Exempt

Work Hours:  Mon–Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled work day.

Reports To: Director of Training

Location: Orchard Park, NY

The Quality Manager is responsible for implementing a standard evaluative process to ensure that regular and consistent performance is demonstrated in accordance with student support models.  This position requires a broad understanding of College operations and the ability to build relationships across all functional areas.  This role ensures exceptional service to students and ongoing enhancement of services to prioritize the development of students.  This position will need to be forward-thinking in implementing new technologies, such as AI.

Essential Duties and Responsibilities:

1. Standard Evaluative Process: Ensure standard measurements of call performance are in place.  Meet regularly with managers and stakeholders to conduct call calibrations.  Develop call performance rubrics in alignment with the College student success model.  Maintain an open dialog with managers to improve rubrics to reflect a student-centered focus.
2. QM Process Management: Using the call monitoring system, develop and maintain a standard cadence of call monitoring by the management team.  Partners with management team to encourage productive coaching around call quality.  Ensure feedback reaches the individual contributor.  Provide reporting on call monitoring status.  Work with training on providing quality performance feedback to probationary associates.
3. Voice Analytics Management: Using the call monitoring system, develop and maintain automatic voice analytics monitoring and reporting.  Conduct validity testing for results of analytics reporting.  Incorporate analytics reporting into trend analysis.  Drives process improvement. 
4. Trend Analysis: Develop reports to determine performance trends.  Work directly with the Training Team to utilize data for strategic next steps for training interventions.  Provide information to the Training Team for development of training materials.
5. Compliance Partnership: Maintain the in-house database of calls not stored in the call monitoring system. Work with compliance partners to identify calls required for compliance investigations.  Partner with College compliance leaders to bring possible fraud cases to light and work to resolve.  Partner with management and HR to add data for performance improvement plans.

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications:

• Bachelor’s degree in business or related field
• Experience: 1-3 years in a leadership role in a call center-like environment.  1-3 years experience in a call center quality assurance department.
• Computer Skills:  High proficiency in MS Office applications, particularly Excel.  Ability to learn and be proficient in call monitoring software.
• Proven track record of relational leadership

Preferred qualifications:

• Master’s degree in business or related field

Physical Demands and Work Environment:

Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry, push, and/or move objects up to 10 pounds.

Position also requires the use of computer technology/equipment.

Position requires the ability to hear conversations and receive information in person and over the telephone.

Position requires the ability to convey detailed and important instructions or ideas accurately, loudly, or quickly.

SALARY: 

$65,000 - $75,000 per year

Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package will be provided during the interview process. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.  

Bryant & Stratton College is an Equal Opportunity Employer.

Customer Service, Quality Assurance, QA, Metrics, KPIs

Salary : $65,000 - $75,000