Oversee and maintain the Quality Control Plan, monitor PRS metrics, conduct call monitoring and audits, develop scorecards and reports, coach staff, track corrective actions, ensure compliance with HIPAA/PII/cybersecurity, support QASP reviews, and serve as Alternate Program Manager to maintain contract performance.
The Quality Assurance Manager is responsible for overseeing the quality management program for a the USMC Wounded Warrior Call Center. This position develops, implements, and monitors quality assurance processes to ensure compliance with the Performance Work Statement (PWS), Performance Requirements Summary (PRS), and all applicable Marine Corps policies. Serving as the Alternate Program Manager, this individual also assumes management responsibilities in the absence of the Program Manager, ensuring uninterrupted operations and contract performance.
Responsibilities
Desired Qualifications
Responsibilities
- Develop, implement, and maintain the Quality Control Plan (QCP).
- Monitor contract performance against all PRS metrics and performance standards.
- Conduct call monitoring and quality reviews of customer interactions.
- Develop quality scorecards, evaluation criteria, and performance reports.
- Analyze performance trends and recommend corrective actions and process improvements.
- Conduct internal audits to ensure compliance with contract requirements.
- Provide coaching and feedback to supervisors and customer care representatives.
- Track corrective actions through completion.
- Prepare monthly quality assurance reports for Government review.
- Ensure compliance with HIPAA, Privacy Act, cybersecurity, and PII requirements.
- Serve as the Alternate Program Manager when required.
- Assist with risk management, transition activities, and continuous process improvement initiatives.
- Support Government Quality Assurance Surveillance Program (QASP) reviews.
- Bachelor’s degree
- 3 years or more of QA/QC experience in a call center or customer service environment.
- Experience developing quality assurance scorecards and monitoring customer interactions.
- Knowledge of quality management methodologies and continuous improvement processes.
- Experience conducting performance audits and compliance reviews.
- Strong leadership and coaching abilities.
Desired Qualifications
- Experience supporting Department of Defense or healthcare contracts.
- Lean Six Sigma or other quality improvement certification.
- Experience preparing executive performance reports and dashboards.
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