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The Computer Merchant, LTD (TCM) · 14 hours ago

Call Center Quality Assurance Manager

United States

Full-time

Remote

Senior Level

$90K/yr - $128K/yr

5+ years exp

The Computer Merchant, LTD (TCM) is an innovative product company focused on serving healthcare needs. The Call Center Quality Assurance Manager will lead quality assurance activities, collaborating with operational teams to enhance performance and accuracy in call center operations.

Consumer ElectronicsHuman ResourcesInformation TechnologyStaffing Agency

Responsibilities

Maintain and improve a robust call center quality audit program

Oversee the day-to-day operations of quality assurance, compliance management, and audit within a voice-based call center

Provide transparent client communications around contractor operations and contractual performance

Influence and partner to develop teams and individuals who contribute and support executing day-to-day delivery operations

Establish and effectively lead routines regularly and utilize tools and reporting to drive team performance; train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction

Effectively cultivate relationships with account leaders and business partners to proactively identify and enact opportunities to improve the delivery of operational products, services, and capabilities

Collaborate with employees and operational leaders to achieve Client Service Level Agreements (SLAs) and drive accountability and efficiency by adopting standard operating procedures

Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance

Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. Ensures alignment with industry standards and best practices to support data-driven decision-making

Qualification

Call center quality controlData analyticsStatistical methodologiesHealthcare business domainsCoaching skillsCommunication skillsLeadership skills

Required

Minimum of five (5) years of experience with implementing and managing call center quality control programs; and a minimum of five (5) years of experience leading and influencing large scopes of work in a highly matrixed environment

Exceptional written and oral communication and people skills

Demonstrated strategic initiative specifically with operating policies and procedures and work process improvements in operations

Working knowledge of two or more healthcare business domains, such as Authorized Services, Customer Service Centers, Mailroom Operations, Pharmacy Services, or Provider Enrollment

Benefits

Medical, dental and vision benefits

Dependent care flexible spending account

401(k) plan

Voluntary life/short term disability/whole life/term life/accident and critical illness coverage

Employee assistance program

Sick leave in accordance with regulation

Company

The Computer Merchant, LTD (TCM)

The Computer Merchant, LTD®, (TCM) is a Veteran-Owned, nationally recognized Information Technology & Software Engineering staffing and services firm.

Founded in 1980

Norwell, Massachusetts, USA

501-1000 employees