Sr. Quality Assurance Manager

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The CSS Quality Assurance Manager will be the primary site contact for the Quality Assurance and Customer Satisfaction processes.  He/She will oversee the QA Specialists within the CSS Operations/Controllership function. He/she will partner with all FESCo business groups to measure and improve CSS Process Quality (Process Adherence) and CSI (Customer Satisfaction). They will also oversee the quality efforts in all sites meeting with the GM and site leadership on a regular basis to review progress.

 

RESPONSIBILITIES:

 

? Lead the call monitoring activities as a part of the CSS-wide Quality Control processes

? Analyze call accuracy data for the site to identify gaps in current process and opportunities to improve the customer experience

? Be the local expert in the GREAT Call Model and Call Monitoring process

? Lead the site Calibration efforts, ensuring the consistent execution of standard defined processes

? Be the site expert on Customer Satisfaction Index (CSI) analyzing data to identify opportunities to improve the customer experience

? Lead/Manage the local team of QA Specialists

? Other activities as identified to support the CSS Operations Controllership function and/or the local site

 

? Develop team members both individually, and as one national team across the multiple sites

? Lead team of 2-4 Quality Associates, working closely with other site managers to understand national trends and opportunities

? Call/Process adherence monitoring for all practices (DC, DB, H&W...)

? Apply documented criteria and judgment to strive toward consistent call reviews 

? Recommend process improvements to increase Quality and Customer Satisfaction.

? Oversee national and site quality initiatives to ensure all objectives and deadlines are met.

 

? Partners with senior management team to present process improvements and recommended process changes.

? Be a part of the Site Leadership Team with a strong dotted line relationship to the Site General Manager

? Monthly meetings with Site GM and management team.

? Weekly one on one meetings with QA Specialists

? Facilitate weekly team meeting to foster consistent, establish team goals, and execute quality initiatives.

? Interact with all levels of the FESCo / FIIRG Organization.

? Partnership with National QA Management Team





? 2-4 years of management experience, preferably with at least one year of call center experience



? College degree or equivalent experience

? Defined Contribution, Defined Benefits, Payroll, and Health and Welfare background

? Yellow Belt Training

 

Preferred

? Quality Assurance Experience in Call Center and/or industrial environment

? Outsourcing Experience

? Certified Green Belt and/or Certified Black Belt

 

Skills and Knowledge

? In-depth knowledge of industry and FESCo’s products, services, and business practices

? Strong negotiation skills

? Strong analytical, presentation, and facilitation skills

? Good interpersonal, communication (oral and written) and presentation skills

? Strong time management and prioritization skills

? Strong PC skills.  (Word, Excel, PowerPoint, Minitab, and Access)