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Quality Assurance Manager

Company: WSP USA
Location: Fort Lauderdale
Posted on: January 27, 2023

Job Description:

Quality Assurance ManagerReq ID 10663Quality Assurance ManagerWho We AreAt WSP, we are driven by inspiring future-ready pioneers to innovate. Were looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure. This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!This OpportunityThe Quality Manager is responsible for managing functions associated with operating and delivering customer service for the Customer Service Center in accordance with established contract and performance standards. The Quality Manager is responsible for providing administrative and analytical support of internal quality monitoring and external survey processes and results. The position also coordinates and conducts quality assurance monitoring and audits, assists with development and maintenance of the quality processes and standard operating procedures, as well as focus on call center training and supervisory training to enhance the call centers overall performance.Main office is in Orlando but project locations include T ampa, Fort Lauderdale/Miami area.Your Impact Monitor calls and conduct audits as necessary, use of advance analytical tools to perform the work Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control Communicates quality issues to management and conducts root cause analysis with corrective and preventative action plans Coordinates the logistics and conduct related audits, including sample selection, documentation, and communication of results Assist with the service representative calibration of quality monitoring results Facilitate periodic calibration sessions with the call center and other areas of operations to ensure consistency in the evaluation process Assist with the administration, collection, and analysis of customer-based surveys, including training of proper contact channels survey methods, and tabulation and reporting of their results Assist management with the administrative functions and coordinating recognition programs, Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other duties when necessary Assisting the management team and provide quality support as necessary Performs other duties or special projects as necessaryWhat You Bring to the Role A minimum of five years experience in Quality Assurance and Quality Control in a Call Center environment. Strong organizational and planning skills Must demonstrate good working knowledge of Microsoft Office Quality and Auditing experience preferred Back office financial transaction operations experience a plus. Strong call monitoring background with Lean Six Sigma methodologies and quality management preferred.Who You Are Must have a minimum of 5+ years related experience, with twelve (12) months experience in the Service Center and a minimum of twelve (12) months managerial experience Bachelor's Degree or Equivalent Experience Lean Six Sigma Certification and experience required Strong interpersonal skills and the ability to communicate with many different levels of employees Excellent written and verbal communication skills Requires proven leadership and time management skills, dependability, and initiative Ability to work well with all employees, client and customers Ability to work independently Ability to work under pressure, meet deadlines and be accountable for the performance of others Experienced in meeting and exceeding metrics and goals Strong ability for problem solving, effectively analyze results Must possess a valid Driver License and be able to legally operate a motor vehicle Ability to achieve and maintain departmental performance standardsAdditional Requirements

  • To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.Additional Details
    • Travel Required: N/A - No travel required
    • Job Status: Regular
    • Employee Type: Full
    • Primary Location: ORLANDO - E PINE ST
    • All locations: US-FL-Fort Lauderdale, US-FL-Miami, US-FL-Orlando, US-FL-Tampa, US-KY-LouisvilleAbout WSPWSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper. www.wsp.comWSP provides a flexible, agile and hybrid workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employees career.At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.The selected candidate must be authorized to work in the United States.

Keywords: WSP USA, Fort Lauderdale , Quality Assurance Manager, Professions , Fort Lauderdale, Florida

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