Quality Assurance and Workforce Supervisor

3 weeks ago

Los Angeles, United States Screen Actors Guild‐American Federation of Television and Radio Artists Full time

Overview:
**Who We Are**

SAG-AFTRA is the iconic American labor union that represents approximately 160,000 media professionals. SAG-AFTRA employees support our members and thrive on securing the strongest protections by negotiating the best wages, working conditions, health and pension benefits. We preserve and expand members’ work opportunities, vigorously enforce our contracts and protect our members against unauthorized use of their work.

**Responsibilities**:
**What You’ll Do**

**_
(This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.)_**
- Document quality issues, trending and analysis, define performance improvement measures and quality improvements for management review.
- Investigate call compliance matters and quality issues that may require more training, monitoring, and quality improvements for management review.
- Establish and maintain effective communications with internal and external contacts, keeping team members informed of cross-functional activities.
- Maintain inter
- and intra-departmental workflows via knowledge base.
- Assists Contact Center Representatives on escalated issues that require special handling by utilizing excellent SAG-AFTRA process knowledge and strong skills in negotiating and problem solving, and conducts root cause analysis for resolution and prevention.
- Analyzes trends, and provides feedback to the organization regarding opportunities, service failures, or member concerns.
- Responsible for staying current on customer service, technology and training procedures & practices.
- Forecasts, schedules, manages and recommends intra-day staffing, taking into consideration short-term and long-term patterns and trends in daily customer demand.
- Monitors and analyzes service, volume, and metrics, (including SLA, Occupancy, Adherence, Forecast Accuracy, etc.) for multi-site Contact Center operations, and fulfills moderate to highly complex information requests.
- Performs other duties as assigned or as the situation dictates.

Qualifications:
**What You’ll Need**

**We want to make sure you’re successful. To be considered, you must have**:
***_(The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of this job with or without reasonable accommodation, using some other combination of skills and abilities.)_**
- ** **Detail-oriented, able to analyze a large volume of call recordings with a high level of accuracy.
- Strong listening skills.
- Demonstrated knowledge of contact center metrics, representative behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
- Able to organize, prioritize and coordinate multiple assignments and projects; able to thrive in a highly dynamic work environment; able to develop creative solutions.
- Must be able to work in a very challenging environment where constructive feedback from others is encouraged.
- Problem analysis and problem-solving skills.
- Excellent customer service and interpersonal skills with the ability to demonstrate a high degree of patience and tact. Must be able to cultivate respectful, strategic and collaborative relationships with people from diverse backgrounds both internally and externally.

**MINIMUM QUALIFICATIONS**:

- 2 years of experience working in call center quality assurance and compliance.
- Must have a passion for customer service and enjoy interacting with people.

**PREFERRED BACKGROUND**:

- Bachelor’s Degree preferred, but not required.
- Prior experience managing staff in a union environment is preferred.
- Fluency in Spanish, both in verbal and written form, is a plus
- Must be proficient in G-Suite and Microsoft Office; familiarity with SAG-AFTRA Oracle systems is a plus.
- Entertainment industry experience preferred, but not required.

**What You’ll Get**

**We are a great place to work because we offer**:

- Salary is $49,649.60/annually
- Colleagues that are passionate about what we do and how they contribute to our mission
- Balance between work and home life responsibilities
- Affordable and comprehensive medical and dental plans
- Generous pension plan
- Employee discounts and perks openings

  • Quality Assurance and Workforce Supervisor

    2 weeks ago

    Los Angeles, United States SAG-AFTRA Full time

    Quality Assurance and Workforce Supervisor (Contact Center) Location US-CA-Los Angeles Job ID 2024-2246 Category Membership Reports To EXECUTIVE DIRECTOR, CUSTOMER EXPERIENCE FLSA Status Non-Exempt Type Regular Full-Time Salary Range $55,855.80/annually Department Contact Center Shift 9:00am-5:00pm Union Representation Non-Represented Union Code N/A Overview...

  • Quality Assurance and Workforce Supervisor

    3 weeks ago

    Los Angeles, United States SAG-AFTRA Full time

    Quality Assurance and Workforce Supervisor (Contact Center) Location US-CA-Los Angeles Job ID 2024-2246 Category Membership Reports To EXECUTIVE DIRECTOR, CUSTOMER EXPERIENCE FLSA Status Non-Exempt Type Regular Full-Time Salary Range $55,855.80/annually Department Contact Center Shift 9:00am-5:00pm Union...

  • Quality Assurance Supervisor

    4 days ago

    Los Angeles, United States Omni Therapy Full time

    **Company Description** Omni Therapy is a home health company who partners with home health and hospice agencies to facilitate physical therapy, occupational therapy, speech therapy, and nursing visits to patient homes. **Qualifications**: - 2 years of recent supervisory experience. - 2 years of experience in quality assurance and oasis review. - Must be a...

  • Quality Assurance Supervisor

    2 months ago

    Los Angeles, United States Tarzana Full time

    POSITION SUMMARY Responsible for improving organizational performance to include compliance with quality standards established by Joint Commission, NCQA, and the public and private sector organizations with which Tarzana Treatment Centers (TTC) contracts. Engages and supervises staff in managing the agency's healthcare databases: collecting, evaluating, and...

  • Quality Assurance Supervisor

    2 weeks ago

    Los Angeles, United States Tarzana Full time

    POSITION SUMMARY Responsible for improving organizational performance to include compliance with quality standards established by Joint Commission, NCQA, and the public and private sector organizations with which Tarzana Treatment Centers (TTC) contracts. Engages and supervises staff in managing the agency's healthcare databases: collecting, evaluating, and...

  • Safety and Quality Assurance

    4 weeks ago

    Los Angeles, United States Itunlock Full time

    Safety and Quality Assurance / Quality Control Supervisor Los Angeles, United States | Posted on 02/22/2024 . Manage safety incidents, near miss database, and corrective actions. . Provide annual safety award recommendation. . Daily Job Hazards Assessment (JHA) management, content reviews, and corrective action as needed. . Provide input on shop and field...

  • Quality Assurance Specialist

    6 days ago

    Los Angeles, California, United States Crystal Stairs Full time

    Job Description Job Description Crystal Stairs, Inc.Improving the Lives of Families throughChild Care Services, Research, and Advocacy Head Start - Quality Assurance Specialist What We're Looking For:Crystal Stairs is seeking a Quality Assurance Specialist for our Quality Assurance Unit. Under the direction of the Quality Assurance Coordinator, the Quality...

  • Quality Assurance Specialist

    4 weeks ago

    Los Angeles, United States Crystal Stairs Full time

    Job DescriptionJob DescriptionCrystal Stairs, Inc. Improving the Lives of Families throughChild Care Services, Research, and AdvocacyHead Start - Quality Assurance SpecialistWhat We're Looking For: Crystal Stairs is seeking a Quality Assurance Specialist for our Quality Assurance Unit. Under the direction of the Quality Assurance Coordinator, the Quality...

  • Quality Assurance Specialist

    3 weeks ago

    Los Angeles, United States Crystal Stairs Full time

    Job DescriptionJob DescriptionCrystal Stairs, Inc. Improving the Lives of Families throughChild Care Services, Research, and AdvocacyHead Start - Quality Assurance SpecialistWhat We're Looking For: Crystal Stairs is seeking a Quality Assurance Specialist for our Quality Assurance Unit. Under the direction of the Quality Assurance Coordinator, the Quality...

  • Quality Assurance Specialist

    1 month ago

    Los Angeles, United States Special Service for Groups, Inc- HOPICS Full time

    Job DescriptionJob DescriptionTitle:  Quality Assurance Specialist                                                  Division:         HOPICS            FLSA: Non-Exempt, Full time                                                          ...

  • Quality Assurance Specialist

    3 weeks ago

    Los Angeles, United States Special Service for Groups, Inc- HOPICS Full time

    Job DescriptionJob DescriptionTitle:  Quality Assurance Specialist                                                  Division:         HOPICS            FLSA: Non-Exempt, Full time                                                          ...

  • Quality Assurance Specialist

    2 months ago

    Los Angeles, United States Crystal Stairs Full time

    What We're Looking For : Crystal Stairs is seeking a Quality Assurance Specialist for our Quality Assurance Unit. Under general supervision, the Quality Assurance Specialist is responsible for monitoring program compliance by conducting quality assurance reviews of client and provider files, providing feedback to program managers, and recommending process...

  • Quality Assurance Specialist

    3 weeks ago

    Los Angeles, United States Crystal Stairs Full time

    What We're Looking For : Crystal Stairs is seeking a Quality Assurance Specialist for our Quality Assurance Unit. Under general supervision, the Quality Assurance Specialist is responsible for monitoring program compliance by conducting quality assurance reviews of client and provider files, providing feedback to program managers, and recommending process...

  • Quality Assurance Manager

    1 month ago

    Los Angeles, United States Special Service for Groups, Inc- HOPICS Full time

    sPECIAL sERVICE FOR gROUPS, INC.jOB ANNOUNCEMENTTitle: Quality Assurance Manager Division: HOPICSFLSA: Non-Exempt, Full Time Supervisor: Associate Director for Contracts, Compliance and PerformancePay Range or Rate: $ 25.00/hr. - $28.00/hr Revised: 4/25/2024SummaryUnder the direction of the Associate Director for Contracts, Compliance and Performance, the...

  • Quality Assurance Manager

    1 month ago

    Los Angeles, United States Special Service for Groups, Inc- HOPICS Full time

    Job DescriptionJob DescriptionsPECIAL sERVICE FOR gROUPS, INC.jOB ANNOUNCEMENTTitle:  Quality Assurance Manager                            Division:        HOPICSFLSA: Non-Exempt, Full Time                                 Supervisor:    Associate Director for Contracts, Compliance and...

  • Quality Assurance Manager

    4 weeks ago

    Los Angeles, United States Special Service for Groups, Inc- HOPICS Full time

    sPECIAL sERVICE FOR gROUPS, INC. jOB ANNOUNCEMENT Title: Quality Assurance Manager Division: HOPICS FLSA: Non-Exempt, Full Time Supervisor: Associate Director for Contracts, Compliance and Performance Pay Range or Rate: $ 25.00/hr. - $28.00/hr Revised: 4/25/2024 Summary Under the direction of the Associate Director for Contracts, Compliance and Performance,...

  • Quality Assurance Manager

    3 weeks ago

    Los Angeles, United States Special Service for Groups, Inc- HOPICS Full time

    Job DescriptionJob DescriptionsPECIAL sERVICE FOR gROUPS, INC.jOB ANNOUNCEMENTTitle:  Quality Assurance Manager                            Division:        HOPICSFLSA: Non-Exempt, Full Time                                 Supervisor:    Associate Director for Contracts, Compliance and...

  • Head Start

    4 weeks ago

    Los Angeles, United States Crystal Stairs Inc Full time

    Crystal Stairs, Inc. Improving the Lives of Families through Child Care Services, Research, and Advocacy Head Start - Quality Assurance Specialist What We're Looking For: Crystal Stairs is seeking a Quality Assurance Specialist for our Quality Assurance Unit. Under the direction of the Quality Assurance Coordinator, the Quality Assurance Specialist...

  • Head Start

    3 weeks ago

    Los Angeles, United States Crystal Stairs Inc Full time

    Crystal Stairs, Inc. Improving the Lives of Families through Child Care Services, Research, and Advocacy Head Start - Quality Assurance Specialist What We're Looking For: Crystal Stairs is seeking a Quality Assurance Specialist for our Quality Assurance Unit. Under the direction of the Quality Assurance Coordinator, the Quality Assurance Specialist...

  • Quality Assurance Specialist, The Haven

    3 weeks ago

    Los Angeles, United States Wayfinder Family Services Full time

    Wayfinder Family Services  ensures that children, youth, and adults facing challenges always have a place to turn. Wayfinder is committed to advancing IDEA (Inclusion, Diversity, Equity, and Accessibility). In exchange for your talent, Wayfinder offers an excellent benefits package, which includes the following: This role is eligible for Public...