Manager, Quality Service

To plan, direct and manage functions of the Contact Center Quality Service branch for a complex, multi-location 24/7 contact center operation providing direct member service through various media. Collaborate with Delivery Channels and CCO senior management to create the strategic direction of quality service/member experience for the division. Direct the development, design and implementation of Contact Center Operations (CCO) quality service programs to ensure optimal member experience, mitigate risk, and ensure compliance with organizational and regulatory requirements. Oversee monitoring, measurement, evaluation and calibration of contact center agent responses to provide targeted individual feedback and coaching on agent behaviors, knowledge and service performance. Serve as internal consultant to CCO management by providing quality improvement recommendations and sharing behavioral and performance trends.