Job Description

Call Center Quality Manager

Eagle Harbor, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Call Center Quality Manager.

Position responsibilities include:

• Overseeing the quality assurance and performance monitoring functions for the contact center, ensuring all customer service operations meet the stringent standards outlined in the Performance Work Statement.
• Responsible for developing, implementing, and maintaining a comprehensive Quality Control Plan (QCP), which details inspection schedules, methods, and corrective actions to achieve 99% compliance in professional and courteous responses and 80% content accuracy.
• Monitoring an average of 1,550 daily contacts (e.g., 825 calls, 400 emails, 250 chats) to maintain an Abandoned Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting regular quality control inspections using the Avaya Aura Contact Center system and MMLD database to track performance metrics such as handle time, wait times, and first-level call resolution rates, and documenting results in weekly and monthly reports.
• Performing detailed quality assessments of customer interactions, reviewing a sample of calls, emails, and chats to ensure adherence to Mission Management System (MMS) guidelines, HIPAA compliance for medical queries, and Section 508 accessibility standards, identifying areas for improvement and implementing corrective actions to address deficiencies, such as retraining staff on proper escalation procedures for complex inquiries.
• Recommending process improvements based on call trends, customer feedback, and quality inspection outcomes, proposing updates to MMS documents to enhance accuracy and reduce processing times, and presenting these recommendations in monthly progress reports.
• Ensuring all personnel maintain required training levels (e.g., one hour per week), coordinating with the On-Site Supervisor to schedule government-provided training sessions, particularly for Level 3 personnel handling escalated contacts and quality control tasks, ensuring proficiency in handling medical-related queries and Spanish interpretation services.
• Maintaining a file of all quality control inspections, corrective actions, and training records, making them available for government audits as part of the Quality Assurance Surveillance Plan (QASP), and collaborating with the COR during monthly status meetings to discuss quality performance, resolve issues, and align with USCG objectives.
• Ensuring compliance with security protocols, safeguarding sensitive information under the Privacy Act and DHS MD 11042.1, and verifying that all staff adhere to professional conduct standards, reporting any misconduct to the On Site Supervisor for immediate action.

Position requirements include:

• 2 years of quality control experience working with ISO 9001:2000 quality standards systems (QSS)
• 2 years of contact center management experience; or 5 years of experience working within a contact center environment.

VEVRAA Federal Contractor

Three Saints Bay, LLC and its subsidiaries offer a diverse, team-oriented working environment and the opportunity to work with exceptional dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.

We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, religion, creed, gender, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

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