What are the responsibilities and job description for the Quality Control Manager position at CNTCTR West East 21st?

Job Description

Responsibilities

Job Summary

The Manager, Quality Control oversees the Quality Control team responsible for monitoring and evaluating the performance of our Contact Centers. This team reviews live and recorded scheduling calls, analyzes scheduling data, and assesses quality, accuracy, and compliance with established standards. The Manager collaborates with department leaders to identify improvement opportunities, enhance overall service quality, and drive operational excellence.

Essential Duties and Responsibilities

Oversee the monitoring and evaluation of incoming and outgoing scheduling calls to ensure compliance with quality, accuracy, and service standards.
Identify and address quality control trends or issues, implementing corrective actions and process improvements as needed.
Collaborate with leadership, trainers, and other department heads to develop and enhance training programs, ensuring continuous quality improvement.
Foster effective communication and collaboration across departments to drive consistency and operational excellence.
Analyze quality control data and generate performance reports to track trends, identify opportunities for improvement, and provide actionable insights to leadership.
Lead and participate in strategic initiatives, projects, and meetings to optimize and standardize quality control.
Supervise and develop the Quality Control team, providing guidance, performance feedback, and professional development opportunities.

PLEASE NOTE : This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

1 year of experience working in a contact center is preferred.

Ability to inspire change, motivate staff, and produce results while maintaining a healthy work environment.

Excellent interpersonal skills and communication skills.

Proficient computer skills; the ability to create PowerPoint presentations and reports using Excel.

Strong attention to detail, and the ability to multi-task and prioritize.

Ability to travel if needed (occasional travel).

Quality Standards

Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.

Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.

Follows all local, state and federal laws concerning employment to include but not limited to : I-9, Harassment, EEOC, Civil rights and ADA.

Follows OSHA regulations, RadNet and site protocols, policies and procedures.

Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.

Practices universal safety precautions.

Promotes good public relations on the phone and in person.

Adapts and is willing to learn new tasks, methods, and systems.

Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.

Consistently adheres to the time management policies and procedures.

Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting reaching with hands and arms, using hands and fingers, and handling. This position requires the ability to communicate (verbal and written) clearly and hear on a consistent basis. . Visual acuity to read computer screens and written materials.

Working Environment

Representatives work in a medical office setting with low to moderate noise level.

We offer career advancement opportunities, hands-on training, and benefits including : medical / dental / vision coverage, paid time off, paid holidays, a pre-tax matching 401k plan, a pre-tax flexible spending plan, education reimbursement, free life insurance, DailyPay (make any day a payday), employee referral bonus, and a host of other perks!

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty, location and training. This pay scale is not a guarantee of a particular wage.

RadNet is an equal opportunity employer, committed to cultural diversity. RadNet will provide equal consideration for employment to all qualified applicants without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition. RadNet is an E-Verify participant.

ACCOMMODATIONS

Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

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