Quality Supervisor

University of Oklahoma•Oklahoma City, OK

14d

About The Position

Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education, OU CPM specializes in providing training, research, and consulting to enhance the efficiency and effectiveness of public sector agencies, staff, and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994. If making a meaningful difference in public service excites you, OU CPM is where your passion meets purpose. The Quality Supervisor will provide direct supervision of Quality Assurance Specialists in ensuring effective evaluation and feedback on program related inbound call service and deliverables.

Requirements

Bachelor's degree, AND:
3 years of office management, administrative experience, or related field
Strong leadership and team management skills
Excellent organizational and multitasking abilities
Basic math skills
Advanced computer skills with wide knowledge of business software
Proficient in Microsoft Office
Detail oriented for accuracy of data and information
High level of professionalism and discretion

Nice To Haves

Knowledge of quality assurance methodologies to drive efficiencies and best practices
Experience in quality monitoring
Previous contact center experience
Experience supervising staff
Knowledge of adult and family support program related policies and procedures.
Experience working in social service and contact center operations.

Responsibilities

Oversees daily office operations, including scheduling, correspondence, and record-keeping to support staff.
Coordinates logistics for meetings and special projects
Manages departmental communications, including responding to inquiries and facilitating information flow.
Maintains compliance with university regulations, standards, and data privacy policies
Oversee office operations such as scheduling and communication.
Assists in preparation of reports, proposals, and documentation required by university administration
Develop, implement, and enforce office policies, procedures, and standards to optimize workflow and ensure compliance with department and university goals
Supervises, trains, and evaluates the performance of assigned staff
Conducts onboarding, training, coaching, mentoring for new staff
Ensures quality staff are completing the required number of quality audits.
Evaluates staff with consistent criteria and provides appropriate feedback to staff.
Selects, supervises, trains, and evaluates performance of assigned staff.
Prepares staff schedules and monitors and approves time worked.
Organizes, coordinates, and performs clerical and administrative functions following established standards.
Answers questions, provides information, and handles complaints for internal and external customers.
Establishes and maintains filing systems including confidential documents.
Plans and coordinates special projects.
Collects and disseminates information for internal and external customers.
Performs other related duties as assigned.