The Senior Quality Manager is responsible for championing and developing a sustainable culture of quality in all areas of the call center business. This position will lead a group of Quality Assurance evaluators for all aspects of the call center ensuring the overall quality of the patient experience meets company expectations.  

Job Responsibilities:

Develops action plans to drive improvement. Provides base line statistics and reporting showing the effectiveness of the quality action plan. Monitors and coaches representatives by providing constructive analysis of the work and measurable performance improvement goals that enhance the patient experience. Develops and maintains department reporting of QA scores and trending. Collaborates with other team members to establish a positive work environment that supports and reinforces best in class patient service practices. Coordinates issue resolution for all levels of escalated issues. Maintains proper documentation of call center performance and associated corrective measures applicable. Leads calibration sessions and breakout training sessions as needed. Supports new hires and on-going quality training initiatives as needed. Reports any behavior displayed on the call by the agent that may require corrective action. Performs other duties as assigned Complies with all policies and standards