Teleperformance USA Senior Associate, Quality Assurance in Washington, District Of Columbia

Job Description:

Job Summary

Service to the Armed Forces provides a worldwide system of services that are available to military members and their families. These services include an emergency communications network available 24 hours a day, 7 days a week, to assist in family emergencies; verification of emergency leave information to help military commands make informed decisions, access to financial assistance, confidential counseling, information and referral and other social services.

SAF call centers are responsible for the intake, verification and delivery of emergency messages between service members and their families, and other services as needed. The Senior Associate for Reporting and Quality Assurance is responsible for monitoring, reporting and evaluating all aspects of the SAF Emergency Communications enterprise to ensure that services provided are of the highest quality and consistent with American Red Cross standards.

The location for this position is flexible and may be located at one of our current call center locations.

Responsibilities

Assists the Director of Call Center Operations in meeting departmental goals and objectives relative to Quality Assurance. Coordinates overall quality assurance schedule to ensure delivery of department goals and objectives for quality assurance. Working with interdepartmental teams, implements quality improvement processes. Maintains consistency of service delivery by testing and monitoring quality checkpoints throughout the service delivery cycle. Develops and manages quality assurance metrics for performance improvement of Call Center Teams. Prepares and analyzes internal and external statistical reports and provides trend data for SAF Senior Management. Provides support and assistance to all Managers in the Call Center operation with analysis, trend information, and recommendations for addressing quality issues. Identifies program policy or service delivery issues as they occur and makes recommendations to correct issues. Assures the viability, functionality and effectiveness of essential tools to support the enterprise. Work closely with Policy and Program Development Division to ensure overall quality trends and issues are adequately addressed in training materials and tools for all Center workers Investigates complaints regarding casework actions and reports findings. Acts as technical expert when appropriate. Understands and applies Red Cross and SAF policies consistently and correctly. Carries out any additional assignments required to fulfill the Mission of the American Red Cross.

Qualifications

Education: Bachelor's degree in social or health science, personnel administration, business or public administration, or related field is required.

Experience: Minimum of 5 years proven experience and documented success in human or social services, customer or client services, call center or other types of experience with customer/client contact. Knowledge of applicable regulatory issues and Call Center technologies including Automatic Call Distributors (ACD), Interactive Voice Response (IVR), and other data/voice networks. Demonstrated project management, process efficiency and systems management. Preferred: Experience with American Red Cross programs and services or other similar social services; familiarity with military culture, regulations and protocol.

Management Experience: 3-5 years experience supervising multiple staff teams providing customer-focused service in human resources management, casework, counseling, social work, call center management or other related field is preferred.

Skills and Abilities: Excellent interpersonal, verbal and written communications skills.

Ability to manage multiple priorities with strong skills in planning and problem-solving.

Capable of directing and working effectively with donors, volunteers, staff and committees in a wide range of activities while under pressure and/or deadlines. Ability to manage multiple projects. Detail oriented, extensive organizational skills and excellent follow-through ability.

Other: Intermediate level proficiency with MS Office software, including Word, Excel, PowerPoint and Outlook. Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database. May require flexibility to work in a 24x7 environment. May require ability to work non-standard work hours and weekends.

Travel: May involve travel in the field.

Essential Functions/Physical Requirements

Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential. May include sitting for long periods of time, driving a vehicle and working under challenging conditions.

Work Conditions:

Work is performed indoors with some potential for exposure to safety and health hazards related to

emergency services relief work. May travel and participate in meetings and conferences throughout

chapter jurisdiction, state and Red Cross system. Because the Red Cross is a disaster response

organization, staff may be asked to be on 24-hour call during period of major disaster.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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Apply now! Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

The American Red Cross is a diverse nonprofit organization offering its employee's professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment.