RentonRecruiter Since 2001
the smart solution for Renton jobs

Call Center Quality Manager

Company: Shimmick Construction
Location: Renton
Posted on: February 23, 2021

Job Description:

United States of America - Washington, RENTON

Job Summary

Shimmick is seeking a Call Center Quality Manager to be based in our Renton, WA location.

This position can report independently to the Corporate Sponsor and directly to the CSC Program Manager for

coordination of work and is responsible for the design and implementation of the Quality Management Plan (QMP). This

position is 100% dedicated to the quality program for the operations of the program. Specific responsibilities include

reviewing, evaluating, and reporting of operations results relative to overall and individual performance to established

standards; conducting process reviews and analyzing metrics that identify areas of improvement; sampling, reporting,

and providing feedback; identifying areas of opportunity for improvement; and developing process improvements.

This position includes, but is not limited to, the following functions:

  • Establishes and maintains the operations formal Quality Management Plan.
  • Develops, documents, implements and assures compliance with consistent quality standards, procedures,
  • and specifications as outlined in the Quality Management Plan.
  • Monitors and identifies gaps in daily operations including but not limited to the areas of image
  • review/certification, customer service activities and interactions, payment processing, records management,
  • data collection, reporting and staff management.
  • Conducts Quality activities for all functional areas of the Customer Service Center.
  • Generates monthly Quality reports for submission to the Agency.
  • Sets appropriate quality standards.
  • Reviews and provides updates to the Standard Operating Procedures in collaboration with the management
  • team.
  • Establishes review techniques and appropriate sample sizes for all functional areas.
  • Schedules regular monitoring of key performance measurements.
  • Works with CSC management to identify areas of concern and addresses issues accordingly.
  • Reviews service activities via reports, computer screen, and sampling.
  • Measures overall operations and individual production results.
  • Provides feedback to operations team regarding performance trends and areas of improvement.
  • Suggests operational improvements and efficiencies to service internal and external customers.
  • Effectively communicates via written, verbal, and electronic correspondence.
  • Promotes positive work environment by establishing rapport with program staff.
  • Monitors and logs employee performance problems according to company policy. Escalates performance
  • issues to the operations team, as applicable, for corrective action, as required.
  • Establishes work procedures and processes that support standards, procedures, and strategic directives.
    Minimum Requirements
    • BA/BS + 2 years of related experience or demonstrated equivalency of experience and/or education.
      Preferred Qualifications
      • Previous customer service environment or related industry experience.
      • Three years as Quality Manager on projects of a similar scope to the WSDOT Good to Go project.
      • Quality certification, such as a Lean Six Sigma Blackbelt.
      • Proven experience with Quality programs and process development required.
      • Strong computer skills with emphasis on Microsoft Office suite (Excel, Access, PowerPoint, Word, Outlook.)
      • Effective oral and written communication skills and excellent interpersonal skills.
      • Statistical analysis to produce key metrics for program preferred.
      • Strong process, analytical, time management, and problem-solving skills.
        Additional Information:
        • Qualified applicants who are offered a position must pass a pre-employment substance abuse test.
        • Relocation benefits are not available for this position.
        • This position does not include sponsorship for United States Work Authorization.
          What We Offer

          When you join Shimmick, you become part of a company that is pioneering the future. Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions inclusion, diversity and overall employee well-being through programs supported by company leadership. Our core values define who we are, how we act and what we aspire to, which comes down to not only delivering a better world, but working to "make amazing happen" in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

          Job Category Quality Assurance / Quality Controls

          Business Line Other

          Business Group Construction Services Group (CS)

          Country United States of America

          Position Status Full-Time

          Requisition/Vacancy No. 243515BR

          Clearance Required No

          Virtual: No

          Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Keywords: Shimmick Construction, Renton , Call Center Quality Manager, Executive , Renton, Washington

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

Director Contact Center Engineering
Description: Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact.As one of the largest healthcare technology companies (more...)
Company: Change Healthcare
Location: Seattle
Posted on: 03/5/2021

Description: Seattle, Washington DC, or London willing to consider other foundation regional offices as appropriate Primary Practice Group: Global Non-Profit Practice and Social Impact Salary Benefits: Competitive (more...)
Company: Perrett Laver
Location: Seattle
Posted on: 03/5/2021

Associate Director
Description: United Way of King County's--mission--is to bring caring people together to give, volunteer, and take action to help people in need and solve our community's toughest challenges. Our culture fosters leadership, (more...)
Company: Philanthropy Northwest
Location: Seattle
Posted on: 03/5/2021

Assistant Salon Manager - University Village
Description: Assistant Salon ManagerGot shears and a winning attitude Have a yearning to earn and a desire to support other stylists Then let's talk Maybe you're a stylist who wants more responsibility,
Company: Great Clips
Location: Longbranch
Posted on: 03/5/2021

Sr. Legal Project Manager, Corporate and Securities (Sr. Cor
Description: Pop Culture Tech Podcast 1.1: In the Eye of the Storm Pop Culture Tech Podcast 1.1: In the Eye of the StormVMware R... How Closed-Loop Automation Advances Network Automation How Closed-Loop Automation (more...)
Company: VMware
Location: Seattle
Posted on: 03/5/2021

Assistant Transportation/Driver Manager - 4-6 am Start
Description: br br Company Overview Join our leadership team and help drive the continued growth of HD Supply Reporting to a Transportation Operations Manager, you will lead, coach and develop a team of 3 Driver (more...)
Company: HD Supply
Location: Seattle
Posted on: 03/5/2021

Chief Medical Officer
Description: The Chief Medical Officer provides clinical leadership and directs the overall clinical care of the hospital with the mission, vision, values, and plan for professional services.
Company: Association of Clinicians for the Underserved
Location: Seattle
Posted on: 03/5/2021

Director of Platform Engineering
Description: Textio's mission is to build software that creates understanding between people. Our category-defining augmented writing platform has already transformed the way that thousands of companies write and (more...)
Company: Textio
Location: Seattle
Posted on: 03/5/2021

program manager - Dairy Sustainability, Global Planning and
Description: Job Description - program manager - Dairy Sustainability, Global Planning and Sourcing 210001079 program manager - Dairy Sustainability, Global Planning and Sourcing Job Number: 210001079 Location (more...)
Company: CTI Education Group
Location: Seattle
Posted on: 03/5/2021

Assistant Salon Manager - River Road
Description: Assistant Salon ManagerGot shears and a winning attitude Have a yearning to earn and a desire to support other stylists Then let's talk Maybe you're a stylist who wants more responsibility,
Company: Great Clips
Location: Carbonado
Posted on: 03/5/2021

Log In or Create An Account

Get the latest Washington jobs by following @recnetWA on Twitter!

Renton RSS job feeds