Quality Assurance Manager
2 weeks ago
Description
Who are we?
DCM Services provides specialized receivable solutions to our clients. Our culture is what sets us apart from other competitors in the industry. We're committed to hiring a diverse workforce to contribute to driving our organization forward. Diversity drives creativity, new ideas, innovation, and industry excellence. We also stress the importance of a healthy work-life balance. The well-being of our employees comes first.
What you'll be doing:
In this role, the Quality Assurance Manager is responsible for the management of the communication and claim quality monitoring programs. In addition to managing the programs and the Quality Assurance team, the Manager will ensure compliance with Federal and State collection call requirements and client requirements. This individual will analyze, provide management reports on the results of the quality monitoring programs, and recommend improvement plans where necessary. Such analysis and recommendations will identify process improvements at the individual level, team level, and organizational level with a goal of increasing overall individual/team/company performance, reducing attrition and consumer complaints
Requirements
Essential Job Functions:
Hires and trains quality assurance employees. Oversees the daily workflow and schedules of the department. Conducts performance evaluations that are timely and constructive.
Organizes resources to accomplish tasks with maximum efficiency for team.
Effectively motivates team with feedback, challenges, celebrations and incentives to ensure team success.
Communicates quality standards and parameters to QA team, operations teams, and other appropriate staff.
Defines, documents, and communicates quality assurance goals, direction, focus, to align processes with company, client and compliance objectives and requirements.
Scores calls against established quality assurance standards.
Identifies, analyzes, and reports on quality results, performance trends and metrics, and communicates short-term and long-term goals to management and other internal stakeholders. This includes but is not limited to identifying and analyzing issues, defects, and other problems, particularly when problems recur in various subsets of data (e.g., Account Representative, team, manager, tenure or training class).
Actively participates in client facing items and audit response participation.
Creates and updates existing documentation related to the communication monitoring processes.
Collaborates with Training and/or Operations to develop training related to quality assurance related topics.
Serves as the subject matter expert in both internal and external conversations related to quality.
Facilitate calibration between members of the quality assurance team as well as internal and external customers.
What's in it for you:
Competitive base wage
Monday through Friday schedule
Benefits (including medical, dental, vision, life, etc) starting the 1st of the month after hire date
Paid time off accrued from start date
Free food
Free workout facility at corporate office
Causal dress code where jeans are ok every day
Skills and Experience required:
Strong technical and computer skills, including but not limited to use of Excel, Outlook, SharePoint, and Power BI.
Ability to teach and mentor.
Ability to communicate effectively, competently, and professionally in written and verbal form to a variety of audiences, including but not limited to senior leadership, front line employees, and external clients and auditors.
Excellent data analyzing and review skills.
At least three years of managing a team of employees.
At least three years of experience in call center settings. Preferably in a highly regulated industry like debt collection, banking or healthcare.
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