Careers At HGS
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Manager Quality

Job Code : 2019120
PEORIA |IL Permanent

Job Description

PURPOSE:

 

The Quality Manager is responsible for leading, coaching, developing and supervising a team of Quality Assurance Associates. The incumbent will ensure a high level of productivity and quality control over all deliverables developed and completed by the team of Quality Assurance Associates. They will work with our Site Directors using various reporting, communication and performance improvement tools to support, maintain and improve their site’s results.

 


RESPONSIBILITIES:

  • Provide leadership, coaching and development to members of the Quality department 
  • Enhance Quality Analyst side-by-side effectiveness using the leadership triple-jack methodology as well as consistent focus on building side-by-side skills during regular one-on-one coaching sessions
  • Monitor, identify and resolve performance/behavior/attendance issues using established performance management techniques
  • Administer maintenance, training and updates for customer contact monitor or recording system
  • Evaluate quality assurance resource needs and assign personnel appropriately and recommend changes to team requirements based on business or client needs
  • Act as hiring manager in partnership with HR in the recruitment and selection process of Quality Assurance Representatives
  • Facilitate calibration sessions with the Operations and Quality Assurance teams, the purpose of which is to develop listening skills, educate on quality assurance standards, provide performance improvement insights and ensure predictable best practice contact monitoring results 
  • Conduct bi-weekly one-on-one meetings with each direct report focusing on performance to stated targets (scorecard reviews) and individualized performance development discussions/exercises
  • Conduct performance reviews with the Quality Assurance team members to confirm they are meeting set targets
  • Ensure all daily/weekly/monthly reporting is distributed to the applicable Leadership
  • Contribute to Training by making suggestions based on trended opportunities that may improve training outcomes
  • Perform program reviews for the purpose of assessing the success of participants and the program
  • Monitor QA, C-Sat and Training results through statistic tracking and root cause analysis and prepare detailed reporting for weekly management business review
  • Attend client meetings (internal & external) and interact as required
  • Travel between multiple locations where teams will be located to support and manage results as required
  • Maintain QA employee engagement
  • Ensure Job Aids/Huddle Materials are created and disseminated to the appropriate parties
  • Provide resolution regarding requests for observation review (Quality disputes)

 

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

 

QUALIFICATIONS:

 

  • Minimum of 3 years contact center experience
  • 1-3 years of supervisor/management/leadership experience
  • Results orientated work ethic
  • Strong interpersonal, organizational and leadership skills
  • Ability to build and lead a team to perform at superior levels of consistency
  • Ability to travel as required to maintain team and client expectations
  • Proficient in Microsoft Word, Excel, and PowerPoint
  • Strong oral, written, problem solving and time management skills
  • The ability to deliver enthusiastic, high energy presentations
  • Flexibility to work in a 7 day - 365 day work environment
  • Bilingualism is a definite asset (English/French)
  • Will be required to gain program certification (as necessary) 

HGS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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