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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

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