Program Manager, Quality Assurance - Contact Center

DC Government; Washington (District of Columbia); On-site; USD 100,000 - 139,000; Full time

Job summary

DC Government in Washington, DC seeks a Program Manager to oversee the Agency’s Quality Control Department, leading QA analysts and coordinating with Call Center leadership. The role ensures QA monitoring, timely feedback, and follow-up with agents and their managers.

The ideal candidate will have supervisory experience, program management capabilities, and a background in call center quality assurance, reporting to the Call Center Operations Manager. In-person work is expected.

Qualifications

• Specialized experience in program management and QA oversight.
• Ability to supervise staff and coordinate with multiple supervisors.
• Experience in quality assurance for contact center operations.

Responsibilities

• Plans, organizes, and supervises the operation of a program and its activities in line with agency goals.
• Develops, implements, and maintains procedures to ensure smooth operation of programs.
• Analyzes program data and performance measures to align with district objectives.

Skills

Supervisory experience

Program management

Quality assurance oversight

Call center operations

Education

Bachelor's degree

Job description

DC Government in Washington, DC seeks a Program Manager to oversee the Agency’s Quality Control Department, leading QA analysts and coordinating with Call Center leadership. The role ensures QA monitoring, timely feedback, and follow-up with agents and their managers.

The ideal candidate will have supervisory experience, program management capabilities, and a background in call center quality assurance, reporting to the Call Center Operations Manager. In-person work is expected.