Seeking a meticulous Quality Assurance Manager to serve as the Client of operational excellence for the National Coordination Center (NCC). In this role, you will own the Quality Control Plan (QCP) for a 24/7/365 critical law enforcement operation.
You will drive the performance of a high-stakes call center where "satisfactory" is not enough. Your mandate is to ensure our analysts achieve a 95% or higher quality assurance score while maintaining 97% call capture rates and Key Responsibilities
1. Quality Control Plan (QCP) Execution
- Audit & Compliance: Develop and implement a comprehensive QCP that covers all aspects of the contract, including routine evaluations of call handling, case reviews, and data tracking.
- Call Monitoring: Conduct daily quality assurance assessments on call intake to ensure 100% adherence to SOPs and scripts. You will evaluate operator performance on engaging callers, identity confirmation, and issue resolution.
- Performance Reporting: Generate monthly reports for the Government detailing key performance indicators (KPIs), including average handle time, first call resolution, customer satisfaction score, and abandonment rate.
2. Data Integrity & Case Review
- 287(g) Data Assurance: Implement specific quality assurance processes for 287(g)-related data, ensuring the integrity of invoices, training records, and Designated Immigration Officer (DIO) credentials.
- Case Log Accuracy: Review non-telephonic case management intake to ensure 100% accuracy in logging Request for Information (RFI) cases into federal systems.
- Corrective Action: Lead the response to any Government-issued Contract Discrepancy Reports (CDRs) by developing and enforcing Corrective Action Plans (CAPs) to prevent recurrence of performance gaps.
3. Process Improvement
- Continuous Feedback Loop: Analyze incoming call trends and stakeholder concerns to advise NCC leadership on necessary operational adjustments.
- Training Integration: Collaborate with the Training Manager to incorporate QA findings into refresher or re-training curriculums, ensuring staff errors are addressed through targeted instruction.
Required Qualifications
- Citizenship: Must be a United States Citizen.
- Experience: 5+ years of experience in Quality Assurance management, preferably in a federal government or high-volume contact center environment.
- Analytical Skills: Proven ability to analyze metrics (e.g., service levels, capture rates) and produce detailed statistical reports for executive leadership.
- Communication: Proficiency in English to summarize information and express oneself spontaneously, very fluently, and precisely, essential for writing detailed Corrective Action Plans.
Preferred Qualifications
- Experience with Client/ICE performance standards or the Quality Assurance Surveillance Plan (QASP) framework.
- Certification in Quality Management (e.g., Six Sigma, CPHQ, or ISO 9001 Lead Auditor).
- Familiarity with workforce management (WFM) metrics and contact center technologies.
