Overview:
We are seeking an experienced Quality Coordinator who will serve as the cornerstone of our contact center's commitment to delivering exceptional service to constituents on behalf of a multi-faceted Federal agency customer. This pivotal role offers the opportunity to architect and champion a comprehensive quality assurance program that directly impacts millions of customer interactions annually. As our Quality Coordinator, you will blend analytical expertise with leadership acumen to drive continuous improvement across multi-channel operations, ensuring every customer touch-point reflects our dedication to excellence. This position is ideal for a quality management professional who thrives on transforming data insights into actionable strategies and takes pride in developing teams that consistently exceed performance expectations.
Responsibilities:
* Design, implement, and continuously enhance the comprehensive Quality Plan in collaboration with contact center leadership and cross-functional teams
* Partner with Supervisory Information Specialists to identify coaching opportunities, implement targeted improvement strategies, and elevate team performance
* Analyze performance trends and customer interaction data to identify patterns, root causes, and opportunities for operational enhancement
* Collaborate with Program Directors and Contact Center Managers to align quality objectives with business goals and customer satisfaction metrics
* Integrate customer experience feedback and satisfaction data into the quality assurance framework to ensure customer-centric improvements
* Conduct thorough root cause analyses of quality issues and develop sustainable solutions that drive measurable improvements
* Contribute to monthly action and improvement reports with strategic recommendations spanning content management, quality assurance, customer satisfaction, and training initiatives
* Mentor and guide quality assurance team members, fostering a culture of continuous improvement and excellence
Qualifications:
* Public Trust eligibility
* Minimum two (2) years of progressive experience leading quality assurance functions within a multi-channel contact center environment
* High school diploma or equivalent (Bachelor's degree strongly preferred)
* Demonstrated expertise in quality management disciplines, including principles, methodologies, tool development, evaluation processes, and QA technologies
* Proven track record of developing and implementing quality frameworks that drive measurable improvements in contact center performance
* Exceptional written and verbal communication skills with the ability to present complex quality concepts to diverse audiences
* Strong leadership capabilities with experience mentoring teams, conducting performance evaluations, and guiding professional development
* Proficiency in data analysis and quality monitoring systems with the ability to translate metrics into actionable insights
Preferred Qualifications
* Bachelor's degree in Business Administration, Communications, Quality Management, or related field
* Professional certifications such as Certified Quality Auditor (CQA), Six Sigma, or similar quality management credentials
* Experience in bilingual contact center environments, particularly English/Spanish operations
* Familiarity with government or public sector contact center operations and compliance requirements
* Knowledge of FedRAMP-compliant systems and government security protocols
* Proficiency with contact center technologies, including Amazon Connect telephony, Salesforce CRM, quality monitoring platforms, and analytics tools
* Demonstrated success implementing quality programs that improved key metrics such as CSAT scores, first call resolution, or average handle time
* Experience with continuous improvement methodologies, including Lean, Kaizen, or similar frameworks
* Background in developing and delivering training programs for contact center personnel
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