Quality Manager


Date Posted:
Requisition Number:
Call Center
Pay Rate:



Quality/Training Specialist is responsible for providing administrative and analytical support of internal quality monitoring and external survey processes and results.  The specialist also coordinates and conducts quality assurance monitoring and audits, assists with development and maintenance of the Quality Process and Procedural Manual, as well as focus on call center training and supervisory training to enhance the call centers’ overall performance.


• Monitor calls and conduct audits as necessary

• Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control

• Managing and coordinating project deliverables, timelines and project assignments to ensure timely completion of assignments

• 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 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 telephone survey methods, and tabulation and reporting of their results

• Assist management with the administrative functions and coordinating Quality Recognition Programs, councils, and focus groups

• 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 necessary

Minimum Requirements


Experience Required:

• College degree or equivalent work experience

• 3 years training experience

• 1 year call center experience

• Strong organizational and planning skills

• Must demonstrate good working knowledge of Microsoft Office application

• Quality and auditing experience preferred

Final candidates for this position will need to successfully complete drug screening and a background investigation, which may include a criminal and credit check.