WSSC Water

Quality Management Specialist (Call Center)

Laurel, MD

Full-time

$82,732-$140,868

About This Job

The Quality Management Specialist is responsible for designing/updating, monitoring, reporting and maintaining the Customer Service Division’s quality management program. This position is responsible for collaborating with the appropriate staff and partners to drive continuous improvement in the Customer Service Division.

Essential Functions* Designs, updates and/or maintains the quality monitoring program evaluating the quality of services provided across the customer service department’s functions

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Develops, updates and/or maintains the department’s quality management (QM) policies & procedures

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Conducts internal audits to measure and assure adherence to established quality assurance standards

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Analyzes trends and recommends enhancements to support short and long-term changes in business needs

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Assists with the development and adoption of metrics for the functional areas

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Monitors, evaluates and certifies staff on the quality of call handling and other channel/functions based on established standards, procedures, and requirements

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Creates, maintains and leads training in quality management (QM) processes and standards for all levels of staff and vendors

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Cultivates and disseminates knowledge of quality management best practices

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Identifies individual quality and productivity performance issues requiring refresher training and/or specialized coaching

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Leads calibration sessions and other quality related meetings to ensure equity-based assessments, provide quality updates, training, etc.

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Produces standard and ad hoc reports such as performance detailed statistical analysis, graphs, charts, etc. at an individual, division, section and department level

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Serves as liaison between the customer service department and other WSSC Water departments to stay abreast of activities and events that may impact quality; and design and/or implement strategic initiatives to maintain high quality outcomes

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Works with training staff and supervisors to address training needs resulting from quality monitoring and/or through other performance assessment methodologies/tools

Other Functions* Serve as the lead for quality initiatives across the department

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Serves as subject matter expert on system’s implementation/enhancements projects

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May manage support staff/interns

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Provides input, content and/or facilitates sessions to enhance staff training programs

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Participates in meetings and on teams to help continuously enhance staff skill and operational performance that result in world-class customer experiences

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Assists with and/or provides back up support to workforce management staff

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Participates in employee engagement initiatives

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Performs other related duties as required

Work Environment And Physical DemandsWork is performed in a standard office environment

Required Knowledge, Skills, And Abilities* Demonstrated understanding of quality assurance methods, techniques, and technology tools in a contract center environment

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Strong quantitative, analytical and technical aptitude skills

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Well versed in best practices in the quality management field such as data-driven quality management tools and techniques and customer satisfaction life-cycle

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Ability to analyze statistics and use statistical applications to make recommendations for improvements

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Ability to proactively find and define problems, understand business impact, identify solutions and make/implement recommendations for corrective action

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Proficient in importing data for use in report software, spreadsheets, graphs, and flow charts

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Proficient in using Microsoft applications; Excel, PowerPoint and Word

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Ability to analyze and organize complex information and assimilate new information and ideas quickly

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Ability to work in a high-volume/fast-paced environment, multi-task, meet multiple deadlines and handle pressure with tact and poise

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Knowledge of contact center quality management and training in a multi-channel environment

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Ability to be innovative and creative, and work collaboratively, independently, establish priorities and demonstrate good judgment

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Excellent verbal and written skills to effectively, accurately and concisely convey thoughts and concepts, and tailor information to target audiences

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Excellent interpersonal and relationship building skills within a diverse environment

Minimum Education, Experience Requirements* Bachelor’s degree in statistics, business or a related field

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4+ years’ experience in a senior analyst quality management role

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1+ year experience using quality monitoring software

OR

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High school diploma or equivalent

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8+ years’ experience in a senior analyst quality management role that includes at least:

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1+ year experience using quality monitoring software.

Quality Management Specialist (Call Center)

About This Job

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