What are the responsibilities and job description for the Assistant Call Center Director (Quality Assurance) position at Community Crisis Services?
The Assistant Call Center Director works within the organization’s Crisis Center systems to ensure accuracy of data collection; review data records for organization programs, provides performance feedback; provides quality assurance reports for staff and programs.
*Candidates must be able to participate in and complete mandatory orientation and onboarding requirements.
Reports to: Crisis Center Director
Employment Status: Full-time, Exempt
Qualifications:
- Call center experience of at least six months is preferred
- Self-motivated
- ASIST trained
- Adept at data systems and use of MS Word products
Responsibilities:
Quality Assurance Duties
- Oversees the Quality Assurance Team including QA Specialists
- Understands and can support all divisions of the Crisis Center
- Understands, supports and manages quality assurance components of the Crisis Center to ensure compliance with contracts, accreditation standards and best practices.
- Reviews individual call/chat records of specialists for completeness and accuracy in agency data systems
- Reviews call recordings for Call Center for accuracy, connectedness, adherence to policy and key performance indicators (KPI’s)
- Participates in quality assurance planning and review
- Participates as part of the leadership team
- Reports significant quality issues to supervisors immediately if safety is in question and ensures appropriate action is taken
- Provides quality assurance feedback to supervisors to support their staff
- Participates in training as needed
- Ensures call records match phone system data
- Prepares monthly reports as assigned
- Supports process improvement efforts
- Provides input for supervisory meetings for program managers
- Provides information for enhancement of skills as requested
- Monitors trends and reports as needed
- Works as an effective team player
Administrative/ Duties
- Keeps accurate and consistent records of contacts
- Maintains confidentiality of callers and agency
- Attend in-services and meetings as scheduled
- Contact supervisors in case of emergency
- Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
- Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI.
- Other duties as assigned by Supervisors.
Work Conditions
- Holidays, evening and weekend coverage required, depending on Agency needs.
- Hours are flexible to meet program needs.
- Potential exposure to highly emotional and stressful situations.
Benefits:
- 401 (k)
- Dental Insurance
- Employee Assistance Program
- Disability & Life Insurance
- Flexible Spending Account
- Health & Vision Insurance
- Holiday Premium Pay
- Paid Time Off
- Referral Program
Equal Employment Opportunity
Community Crisis Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Salary : $58,000
