DOL-NCC Quality Assurance Manager

Security Clearance required:No clearance required

Do you want to make a difference? 
Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

Come Join Our Team 
The Department of Labor National Contact Center (DOL-NCC) directly supports the U.S. Department of Labor’s strategic goals by providing the American public with timely, accurate and understandable information for a wide range of Departmental programs and services. The DOL-NCC supports public communications by providing live customer service support for telephone, voicemail, texting, faxing, U.S. mail, and email communication methods.
 
What is the position? 
The Quality Assurance (QA) Manager is a key staff position that supports the DOL-NCC. This position is the primary point of contact for the Quality Assurance department. Additional tasks may be assigned as needed.
 
What will I get to do?

• Manage, supervise, and support the Quality Assurance Analysts (QAA).
• Review and audit phone call and email evaluations and provide feedback to evaluators, including Operations Supervisors, Senior Customer Service Representatives (CSRs), and QAA staff.
• Conduct weekly QA Staff Team Meetings.
• Facilitate weekly QA internal and external Calibration Sessions.
• Review, analyze, and provide feedback regarding information on quality reports, evaluations, and performance metrics.
• Conduct continuous process improvement activities including identifying QA trends and lessons learned.
• Create QA program support documents including Work instructions, Job Aids, and QA Standards and their definition.
• Maintain a Standard Operating Procedure (SOP) for process improvement which can be used for all quality-related issues and topics.
• Create CSR coaching instructions and train DOL-NCC staff on effective coaching techniques.
• Collaborate with other program departments.
• Review and update the repository of excellent call interactions.
• Design, implement, and perform test call scenarios and test call schedules.
• Manage the Quality Certification process and issue Certifications

 
What qualifications do I need? 

• Bachelor’s Degree AND 1+ Year of Quality Assurance Work Experience; OR 5 Years of Quality Assurance-related work experience in a contact center setting in lieu of degree.
• 1+ year experience managing a team
• Proficiency in Microsoft Office (Excel, Outlook, PowerPoint, and Word).
• Proficiency in using a Customer Relationship Management (CRM) tool.
• Ability to conduct meetings with both internal and external stakeholders.
• Experience with QA process improvement methodologies.
• Internal quality certification (or obtain certification within one month of beginning this position)
• Internal initial staff orientation
• Customer Relationship Management (CRM)

What We Offer

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that:

• Ensure optimal health and productivity of our employees

• Support employee retention and attraction

• Provide work/life balance to ensure our employees succeed inside and outside of the office

Compensation

$58,045.66 - $96,935.81

The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee. 

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

What We Promise

Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.

We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).

We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at [email protected]