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Quality Assurance Supervisor

2 months ago

Bloomington MN, United States DCM SERVICES LLC Full time
Position Overview

DCM Services LLC is dedicated to delivering tailored receivable solutions to our clientele. We believe that diversity fosters creativity, innovation, and excellence within the industry. The health and well-being of our team members are our top priority.

Role Responsibilities

The Quality Assurance Supervisor will oversee the communication and claims quality monitoring initiatives. This role includes:

  • Managing the Quality Assurance team and ensuring adherence to Federal and State regulations as well as client specifications.
  • Analyzing quality monitoring outcomes and generating management reports to identify areas for improvement.
  • Implementing enhancement strategies aimed at boosting individual, team, and organizational performance while minimizing attrition and consumer grievances.
Team Development

The Supervisor will also:

  • Recruit and train quality assurance personnel.
  • Conduct timely and constructive performance evaluations.
  • Communicate quality standards and expectations to the QA team and relevant operational staff.
Quality Assurance Strategy

Key duties include:

  • Defining and documenting quality assurance objectives to align with company, client, and compliance goals.
  • Evaluating calls against established quality benchmarks.
  • Identifying and reporting on quality performance trends and metrics, communicating both short-term and long-term objectives to management and stakeholders.
Issue Analysis

This role requires:

  • Identifying and analyzing recurring issues and defects across various data subsets.
  • Updating documentation related to communication monitoring processes.
  • Collaborating with Training and Operations to create quality assurance training materials.
Expertise and Collaboration

The Supervisor will serve as a subject matter expert in quality assurance discussions, facilitating calibration sessions among QA team members and internal/external clients.

Work Environment

This position operates on a Monday through Friday schedule and offers a comprehensive benefits package, including medical, dental, vision, and life insurance, effective from the first month following the hire date. Additional perks include complimentary meals and access to a fitness facility at the corporate office.

Qualifications

The ideal candidate will possess:

  • Strong technical skills, particularly in Excel, Outlook, SharePoint, and Power BI.
  • Excellent written and verbal communication abilities, suitable for diverse audiences including senior leadership and frontline employees.
  • Proven data analysis and review capabilities.
  • A minimum of three years of experience managing a team, preferably in a regulated sector such as debt collection, banking, or healthcare.