ITCON Services · 2 days ago
QA Manager
Nashville, TN
Full-time
Onsite
Senior Level
5+ years expITCON Services is seeking a meticulous Quality Assurance Manager to serve as the Client of operational excellence for the National Coordination Center (NCC). In this role, you will own the Quality Control Plan for a critical law enforcement operation and drive the performance of a high-stakes call center.
Business IntelligenceCyber SecurityInformation TechnologyManagement ConsultingSoftware
No H1B
U.S. Citizen Only
Responsibilities
Quality Control Plan (QCP) Execution
Audit & Compliance: Develop and implement a comprehensive QCP that covers all aspects of the contract, including routine evaluations of call handling, case reviews, and data tracking
Call Monitoring: Conduct daily quality assurance assessments on call intake to ensure 100% adherence to SOPs and scripts. You will evaluate operator performance on engaging callers, identity confirmation, and issue resolution
Performance Reporting: Generate monthly reports for the Government detailing key performance indicators (KPIs), including average handle time, first call resolution, customer satisfaction score, and abandonment rate
287(g) Data Assurance: Implement specific quality assurance processes for 287(g)-related data, ensuring the integrity of invoices, training records, and Designated Immigration Officer (DIO) credentials
Case Log Accuracy: Review non-telephonic case management intake to ensure 100% accuracy in logging Request for Information (RFI) cases into federal systems
Corrective Action: Lead the response to any Government-issued Contract Discrepancy Reports (CDRs) by developing and enforcing Corrective Action Plans (CAPs) to prevent recurrence of performance gaps
Continuous Feedback Loop: Analyze incoming call trends and stakeholder concerns to advise NCC leadership on necessary operational adjustments
Training Integration: Collaborate with the Training Manager to incorporate QA findings into refresher or re-training curriculums, ensuring staff errors are addressed through targeted instruction
Qualification
Required
Quality Control Plan (QCP) Execution
Audit & Compliance: Develop and implement a comprehensive QCP that covers all aspects of the contract, including routine evaluations of call handling, case reviews, and data tracking
Call Monitoring: Conduct daily quality assurance assessments on call intake to ensure 100% adherence to SOPs and scripts. You will evaluate operator performance on engaging callers, identity confirmation, and issue resolution
Performance Reporting: Generate monthly reports for the Government detailing key performance indicators (KPIs), including average handle time, first call resolution, customer satisfaction score, and abandonment rate
287(g) Data Assurance: Implement specific quality assurance processes for 287(g)-related data, ensuring the integrity of invoices, training records, and Designated Immigration Officer (DIO) credentials
Case Log Accuracy: Review non-telephonic case management intake to ensure 100% accuracy in logging Request for Information (RFI) cases into federal systems
Corrective Action: Lead the response to any Government-issued Contract Discrepancy Reports (CDRs) by developing and enforcing Corrective Action Plans (CAPs) to prevent recurrence of performance gaps
Continuous Feedback Loop: Analyze incoming call trends and stakeholder concerns to advise NCC leadership on necessary operational adjustments
Training Integration: Collaborate with the Training Manager to incorporate QA findings into refresher or re-training curriculums, ensuring staff errors are addressed through targeted instruction
Citizenship: Must be a United States Citizen
Experience: 5+ years of experience in Quality Assurance management, preferably in a federal government or high-volume contact center environment
Analytical Skills: Proven ability to analyze metrics (e.g., service levels, capture rates) and produce detailed statistical reports for executive leadership
Communication: Proficiency in English to summarize information and express oneself spontaneously, very fluently, and precisely, essential for writing detailed Corrective Action Plans
Preferred
Experience with Client/ICE performance standards or the Quality Assurance Surveillance Plan (QASP) framework
Certification in Quality Management (e.g., Six Sigma, CPHQ, or ISO 9001 Lead Auditor)
Familiarity with workforce management (WFM) metrics and contact center technologies
Company
ITCON Services
ITCON Services is a consulting firm that helps with innovative technology and management solutions.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase