Quality Manager - Contact/Call Center

Ascension • Full-time • Remote (United States) • 3d ago

Details

Department: People Enablement
Schedule: Full Time/8-Hour Day Shift, Monday-Friday
Location: Remote with about 10%-25% travel

Benefits

Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance and salary range at the time of the offer.

Responsibilities

This position is responsible for leading the Quality Assurance team supporting Ascension Contact Center (ACC) Operations. The Quality Manager will be expected to lead and evolve a quality program that will assess the customer experience, review front line team member performance, identify opportunities and recommend solutions in a multi-channel environment. Other key activities include analyzing data to identify opportunities and close process gaps, and partnering with ACC Operations, Training, Workforce Management Leaders to recommend ways to improve the customer experience. In addition, this position will leverage their expertise in quality and accountability to help sustain our base experience standards.

Responsibilities:

Lead and evolve a Quality program for a multi-channel contact center environment
Design customized call & chat evaluation forms within the quality platform as new channels are introduced
Collaborate with ACC, Partners/Vendors and Insight Integration to bring the Voice of the Consumer and strategies for improvement to life for the QA team (e.g, data trends, improvement initiatives underway / planned)
Collaborate with Ascension Technology (AT) and ACC Operations to surface and resolve opportunities in functionality (AT) and adhering to protocol (ACC Operations)
Facilitate collaboration sessions with ACC Operational Leaders to review quality results, align on identified opportunities and harvest feedback on the QA program
Lead and develop the QA Supervisor responsible for:
- Leading a team of 12 QA Analysts and a Team Lead that assess ACC Care Navigator call and chat service delivery ensuring adherence to policies/procedures, standards and documentation requirements.
- Human resource functions for the QA Analysts (e.g., recruiting, retention, performance management), managing workload distribution and meeting productivity goals.
Lead and develop the QA Analyst responsible performance reporting and ad hoc analytical requests

Requirements

Education:

High School diploma equivalency with 3 years of cumulative experience OR Associate's
degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required. 3 years of leadership or management experience preferred.

Additional Preferences

Experience:

5+ years of experience leading large teams, ideally in a contact or call center environment for internal and external (vendors) teams.
5+ years of QA experience in a contact or call center environment
Proficiency in contact center software and analytical tools (e.g., Genesys, Qualtrics, AI, SalesForce, Tableau)
Experience deploying and exploring best practices, tools and new technologies
Familiarization with Google suite preferred

Skills:

Ability to lead a large high performing team with limited guidance
Ability to deliver results in a fluid environment
Ability to motivate a team to higher levels of engagement and performance
Ability to see trends in data and convey observations with brevity
Effective communicator with the ability to adapt as needed to fit the audience
Resourceful; able to find creative solutions to complex problems

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Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.