Contact Center Quality Manager - QA, Compliance & Performance

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

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.