Quality Assurance Manager
Company: WSP USA
Location: Fort Lauderdale
Posted on: January 27, 2023
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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
Keywords: WSP USA, Fort Lauderdale , Quality Assurance Manager, Professions , Fort Lauderdale, Florida
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