What You’ll be Doing
The Quality Manager shall be responsible for ensuring compliance with the NY E-ZPass operations program, meeting objectives and performance metrics assuring consistent quality throughout the life of the contract. The Quality Manager is responsible for providing administrative and analytical support of internal quality monitoring and external survey processes and results. The position also coordinates and conducts quality assurance monitoring and audits, assists with development and maintenance of the Quality Process and Procedural Manual, as well as focus on call center training and supervisory training to enhance the call centers’ overall performance. Back office and system quality experience within the Tolling environment is desired.

You’ll report to the Director, Service Delivery . We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You’ll

· Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control

· Managing and coordinating project deliverables, timelines and project assignments to ensure timely completion of assignments

· Communicates quality issues to management and conducts root cause analysis with corrective and preventative action plans

· Coordinates the logistics and conduct related audits, including sample selection, documentation, and communication of results

· Manage the internal and external calibration process to ensure quality monitoring results align to expectations

· Conduct and facilitate quality control audits of the back-office production and ancillary support operations to ensure consistency in work results

· Provide daily, weekly and monthly trend analysis of quality performance

· Assist with the administration, collection, and analysis of customer-based surveys

· Assist management with the administrative functions and coordinating Quality Recognition Programs, councils, and focus groups

· Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other duties when necessary

· Assisting the management team and provide Quality support as necessary

· Performs other duties or special projects as necessary

What You Bring to the Role

· A minimum of five years’ experience in Quality Assurance and Quality Control in a contact center environment.

· Strong organizational and planning skills

· Must demonstrate good working knowledge of Microsoft Office

· Quality and Auditing experience preferred

· Back office and system quality experience with Tolling experience is a plus.

· Strong call monitoring background with Lean Six Sigma methodologies and quality management preferred.

What You Can Expect

· Knowledgeable, encouraging, supporting and present leadership

· Diverse and community minded organization

· Career-growth and lots of learning opportunities for aspiring minds

· And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you