Call Center Quality Assurance Manager

JOB TITLE: Call Center Quality Assurance Manager, JOB LOCATION: Pacific Time Zone - REMOTE will work Alaska Standard Time WAGE RANGE*: $90,000 to 128,000 annually JOB NUMBER: 33596 JOB DESCRIPTION: As a Call Center Quality Assurance Manager, you will be part of an innovative product company with a mission to serve the healthcare needs of our communities. This role provides leadership and direction for quality assurance activities, including auditing, reporting, and continuous improvement initiatives. You will collaborate closely with operational teams to identify trends, develop corrective action plans, and implement best practices that enhance performance and accuracy across all workstreams. Your work directly supports the Account Delivery Manager (ADM), Regional Leader, and internal business partners in achieving or exceeding contractual obligations and company goals and objectives. The person will need to work Alaska Standard Time (AKST) hours and be located in the Alaska or Pacific Time Zone. Your role in our mission • Maintain and improve a robust call center quality audit program. • Oversee the day-to-day operations of quality assurance, compliance management, and audit within a voice-based call center. • Provide transparent client communications around contractor operations and contractual performance. • Influence and partner to develop teams and individuals who contribute and support executing day-to-day delivery operations. • Establish and effectively lead routines regularly and utilize tools and reporting to drive team performance; train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction. • Effectively cultivate relationships with account leaders and business partners to proactively identify and enact opportunities to improve the delivery of operational products, services, and capabilities. • Collaborate with employees and operational leaders to achieve Client Service Level Agreements (SLAs) and drive accountability and efficiency by adopting standard operating procedures. • Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance. • Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. Ensures alignment with industry standards and best practices to support data-driven decision-making. What we're looking for • Minimum of five (5) years of experience with implementing and managing call center quality control programs; and a minimum of five (5) years of experience leading and influencing large scopes of work in a highly matrixed environment. • Exceptional written and oral communication and people skills. • Demonstrated strategic initiative specifically with operating policies and procedures and work process improvements in operations. • Working knowledge of two or more healthcare business domains, such as Authorized Services, Customer Service Centers, Mailroom Operations, Pharmacy Services, or Provider Enrollment. • Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. Ensures alignment with industry standards and best practices to support data-driven decision-making Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities • While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion. Remote Skills: Auditing, Best Practices, Call Center Evaluation, Call Center Management, Call Centers, Coaching, Communication Skills, Continuous Improvement, Contract Requirements, Corrective Action, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Analysis, Data Sets, Delivery Management, Employee Assistance Plan, Federal Laws and Regulations, Healthcare, Industry Standards, Interpersonal Skills, Leadership, Mail Processing, Maintain Compliance, Operational Communications, Operational Improvement, Operations Processes, Performance Management, Pharmacy, Presentation/Verbal Skills, Process Improvement, Quality Assurance, Quality Control, Regulations, Service Level Agreement (SLA), Standard Operating Procedures (SOP), State Laws and Regulations, Statistics, Strategic Planning, Trend Analysis About the Company: The Computer Merchant, LTD. About TCM If you would like to… • Develop your skills • Improve your earnings potential • Gain greater control over your career The Computer Merchant, Ltd. (TCM) has provided Information Technology Solutions and enterprise staffing services to Fortune 1000, mid to small sized corporations, as well as Federal, state, and local governments for over 30 years. At The Computer Merchant (TCM), we are committed to your professional and financial success. We'll evaluate your background, experience and qualifications, and then recommend contract jobs that are the best match for your goals. Fast Facts & Recognition: • 41 year track record of success deploying over 63,000 consultants and core employees in critical positions for Fortune 1000 companies • Access to over 11 million unique consultants nationwide • Centralized and dedicated client delivery team • Supplier Diversity Certification as a Veteran Business Enterprise Company Size: 1,500 to 1,999 employees Industry: Staffing/Employment Agencies Founded: 1980 Website: Apply tot his job