QA Manager - Bloomington, United States - Ledgent Technology

Description

Join us as the Quality Assurance Manager, where you'll lead our communication and claim quality monitoring programs. Your role involves overseeing the Quality Assurance team, ensuring compliance with Federal and State collection call requirements, and meeting client specifications. You'll analyze quality monitoring program results, provide management reports, and suggest improvement plans to enhance individual, team, and organizational performance while minimizing attrition and consumer complaints.

This position will be primarily remote with occasional travel to the office in Bloomington, MN. Increased in-office presence is preferred for candidates local to the Twin Cities, MN area. Target pay is up to $100k.

Key Responsibilities:

• Recruit and train quality assurance staff, manage daily workflows, and conduct timely performance evaluations.
• Optimize resource allocation for maximum team efficiency.
• Motivate the team through feedback, challenges, celebrations, and incentives.
• Communicate quality standards and parameters to relevant teams.
• Define, document, and communicate quality assurance goals to align processes with company, client, and compliance objectives.
• Evaluate calls against established quality assurance standards.
• Analyze and report quality results, performance trends, and metrics to management and internal stakeholders.
• Actively participate in client interactions and audit responses.
• Develop and maintain documentation related to communication monitoring processes.
• Collaborate with Training and/or Operations to develop quality assurance training.
• Serve as the subject matter expert in quality-related discussions.
• Facilitate calibration sessions between quality assurance team members and internal/external customers.

Required Skills and Experience:

• Proficiency in technical and computer skills, including Excel, Outlook, SharePoint, and Power BI.
• Ability to teach and mentor effectively.
• Excellent written and verbal communication skills for diverse audiences.
• Strong data analyzing and reviewing abilities.
• Minimum three years of team management experience.
• Minimum three years of experience in call center settings, preferably in regulated industries like debt collection, banking, or healthcare.
  

All qualified applicants will receive consideration for employment without regard torace, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.