Quality Management Specialist (Call Center) - Spanish Speaking

WSSC Water•Laurel, MD

5d•Onsite

About The Position

Designs, updates and/or maintains the quality monitoring program evaluating the quality of services provided across the customer service department’s functions. Develops, updates and/or maintains the department’s quality management (QM) policies & procedures. Conducts internal audits to measure and assure adherence to established quality assurance standards. Analyzes trends and recommends enhancements to support short and long-term changes in business needs. Assists with the development and adoption of metrics for the functional areas. Monitors, evaluates and certifies staff on the quality of call handling and other channel/functions based on established standards, procedures, and requirements. Creates, maintains and leads training in quality management (QM) processes and standards for all levels of staff and vendors. Cultivates and disseminates knowledge of quality management best practices. Identifies individual quality and productivity performance issues requiring refresher training and/or specialized coaching. Leads calibration sessions and other quality related meetings to ensure equity-based assessments, provide quality updates, training, etc. Produces standard and ad hoc reports such as performance detailed statistical analysis, graphs, charts, etc. at an individual, division, section and department level. Serves as liaison between the customer service department and other WSSC Water departments to stay abreast of activities and events that may impact quality. Designs and/or implement strategic initiatives to maintain high quality outcomes. Works with training staff and supervisors to address training needs resulting from quality monitoring and/or through other performance assessment methodologies/tools.

Requirements

Spanish Speaking

Responsibilities

Designs, updates and/or maintains the quality monitoring program evaluating the quality of services provided across the customer service department’s functions
Develops, updates and/or maintains the department’s quality management (QM) policies & procedures
Conducts internal audits to measure and assure adherence to established quality assurance standards
Analyzes trends and recommends enhancements to support short and long-term changes in business needs
Assists with the development and adoption of metrics for the functional areas
Monitors, evaluates and certifies staff on the quality of call handling and other channel/functions based on established standards, procedures, and requirements
Creates, maintains and leads training in quality management (QM) processes and standards for all levels of staff and vendors
Cultivates and disseminates knowledge of quality management best practices
Identifies individual quality and productivity performance issues requiring refresher training and/or specialized coaching
Leads calibration sessions and other quality related meetings to ensure equity-based assessments, provide quality updates, training, etc.
Produces standard and ad hoc reports such as performance detailed statistical analysis, graphs, charts, etc. at an individual, division, section and department level
Serves as liaison between the customer service department and other WSSC Water departments to stay abreast of activities and events that may impact quality
Designs and/or implement strategic initiatives to maintain high quality outcomes
Works with training staff and supervisors to address training needs resulting from quality monitoring and/or through other performance assessment methodologies/tools