Manager II, Quality Assurance

Manager II, Quality Assurance: oversees the quality monitoring, coaching and development of all representatives. Manages the Quality Development team to ensure that quality guidelines and client and program specifications and requirements are being adhered to.Primary Job Responsibilities: Responsible for the day to day management of the Quality Monitoring Program. Develops and delivers quality initiatives. Set and drive quality monitoring metrics of quality staff. Drive representative performance through tracking and trending of quality data. Maintains quality control standards through monitoring of calls. Responsible for driving/delivering adherence to client quality standards. Provide remedial coaching and feedback to representatives. Develop/implement performance development plans for representatives. Communicate quality escalations to appropriate personnel. Schedule and conduct both internal and external calibration sessions. Lead and motivate team members to perform necessary activities toward meeting goals. Act as a front line leader and mentor to team members. Provide support service to the Training Department as needed. Adhere to all company policies and guidelines. Other duties as assigned.Qualifications: A minimum of 3-5 years working in a call center environment preferred. Previous experience in a management/supervisory role required. Previous quality development or training experience preferred. Excellent verbal and written communication and listening skills. Strong problem identification, analytical skills, and problem solving Strong attention to detail and time management skills. Good interpersonal and rapport building skills. Strong computer and keyboarding abilities with knowledge of Microsoft Office including Word, Excel, Outlook Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously. Available for travel within 50%.Education: Bachelors degree preferred.
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U. S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www. conduent. com.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the 'Submit' button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.

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