Call Center Quality Manager (4764) with Security Clearance

Three Saints Bay, LLC; Martinsburg (WV); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits package

Equal opportunity employer

Job summary

Three Saints Bay, LLC seeks a QA/QC leader to oversee quality assurance and performance monitoring for the contact center, ensuring compliance with the Performance Work Statement.

The role develops and maintains a comprehensive Quality Control Plan, monitors metrics like call handle times and 60-second responses, and coordinates training with government oversight. Strong ISO 9001 experience and contact center leadership are required.

Qualifications

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

Responsibilities

• Oversees QA and performance monitoring for the contact center to meet the Performance Work Statement.
• Develops, implements, and maintains a Quality Control Plan (QCP) with inspection schedules, methods, and corrective actions to achieve target compliance.
• Monitors an average of 1,550 daily contacts and tracks metrics such as handle time, wait times, and first level resolution using Avaya Aura Contact Center and MMLD database.
• Performs quality assessments of calls, emails, and chats ensuring MMS guidelines, HIPAA for medical queries, and Section 508 accessibility; identifies improvement areas and retraining needs.
• Recommends process improvements based on call trends and quality outcomes, updating MMS documents to enhance accuracy and reduce processing times.

Skills

Quality control

ISO 9001

Contact center management

Tools

Avaya Aura Contact Center

MMLD database

Job description

POSITION RESPONSIBILITIES:

• Oversees 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.
• Monitor 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 report.
• Perform 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.
• Recommend 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.
• Ensure 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.
• Maintain 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 collaborate with the COR during monthly status meetings to discuss quality performance, resolve issues, and align with USCG objectives.
• Ensure compliance with security protocols, safeguarding sensitive information under the Privacy Act and DHS MD 11042.1, and verify that all staff adhere to professional conduct standards, reporting any misconduct to the On Site Supervisor for immediate action.

POSITION REQUIREMENTS:

• 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 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, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.