Quality Assurance Manager
About us . . .
We are a call center that has been in business for over 40 years and focused on making a difference in people’s lives every day. Our U.S.-based call centers operate 24/7/365 supporting healthcare, education, government, etc.
We are currently hiring for the Washington State Department of Transportation Toll Roads and the implementation and daily operations within the customer service operations center. The scope of this role will be the implementation of an overall quality program and overseeing the quality aspect on an ongoing basis.
We are currently on a search to fill the Quality Manager role that focuses on making it easier for Washingtonians to get to work and this position will focus on the training aspect of call center agents, imaging representatives, walk-in centers, etc..
You may be a good fit for us if . . .
You have a Lean Six Sigma Black Belt (this is a requirement for this position)
You have five (5) years of experience on projects with a similar scope
You have experience with collaborating with others on developing, deploying and driving results on an overall comprehensive Quality Assurance programs
You are passionate about your role, leading people, and delivering results
You have previously led a team of employees in a quality assurance role
We are not a good fit for you if . . .
You are not comfortable with being accountable with quantifiable results
You aren’t passionate about people, the end result, or do not enjoy working with a highly relational environment
Don’t like a matrix management environment where you will have more than one leader
Don’t like working in a collaborative environment and high-performance team environment
You are just looking for a paycheck
Our Perks and Benefits . . .
Health benefits
Optional Life, short-term and long-term disability
401K
Flexible time off, freedom with accountability
Be part of a national team while receiving mentoring and growth opportunities
Job Summary
The Quality Assurance Manager is responsible for the Quality processes for all departments and the continuous improvement thereof. Ansafone Contact Centers, headquartered in Ocala, FL is a Business Processing Outsourcing company and partners with Fortune 500 companies and government entities. Ansafone services a variety of industries including Healthcare, Education, Local and State Government Entities and has been in business since 1970. This position is located in the Seattle metropolitan area and is scheduled to be filled by August 1, 2018.
Job Responsibilities
Create a comprehensive quality plan for each department to support the organizational goals and KPIs for the given areas
Defines program scope related to Quality Assurance, establishes approach for implementation and maintains the Quality Assurance infrastructure
Develop a method for assessing quality program effectiveness and a cadence for assessing and adjusting as needed
Develop a continuous improvement strategy and accountable for QA metrics for each department which focuses on improvement of efficiency and/or reduce overall costs
Play an active role in the Sr Management team, Operations teams, etc to support the overall objectives of each department
Coach other business leaders to develop a greater understanding in process improvement methodology and delivery
Facilitate reoccurring ongoing client calibration sessions to ensure alignment
Proactively participate as a team member in best practices
Qualifications/Experience/Skills
Lean Six Sigma Black Belt certification
5+ years of experience in implementing LSS Continuous Improvement (CI) projects, preferably in a transactional based environment and managing the quality aspect on a day to day basis
Experience in leading a quality team through the LSS model, coaching and mentoring each team member
Driven self-starter with limited direction and flexibility to adapt as needed based on management input
Ability to work independently with a high level of initiative, attention to detail, and follow through
Ability to connect with all levels of management on site and remote
Excellent analytical, communication and presentation skills
Strong desire to exceed expectations through difficult challenges in finding solutions that move the business forward
Ability to work cross-functionally in ambiguous situations to solve complex problems and improve quality and community experience
Ability to adapt style as needed based on audience
Ability to understand and constructively challenge current processes for continuous improvement
Expert in the use of MS Office – Word, Excel, 365, Teams, Specify software