Duly Healthcare
Quality Manager- Contact Center Operations
Duly Healthcare, Downers Grove, Illinois, United States, 60516
Location- Downers Grove (Hybrid)
Hours: Monday-Friday 8am-5pm
Duly Health and Care works to understand what matters most to you. We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives. We invest in helping our team members develop their talents in a way that is rich in personal meaning. We invite you to join us, fulfill your purpose and make your mark!
Benefits:
Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
$5,250 Tuition Reimbursement per year.
40 hours paid volunteer time off.
A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact
12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.
401(k) Match
Profit-sharing program
The
Quality Manager-Contact Center
will be responsible for leading the quality assurance function across both the internal contact center and our BPO partners. This role will manage a team of quality analysts and auditors, ensuring adherence to defined quality standards, processes, and service excellence goals. The Quality Manager will also drive continuous improvement initiatives and collaborate with cross-functional teams to maintain high performance and alignment with the organization’s strategic objectives.
Responsibilities
Leadership & Team Management:
Lead and manage a team of quality analysts responsible for monitoring and evaluating the performance of the internal contact center and BPO partner teams. Provide coaching, mentorship, and performance feedback to quality analysts, fostering a culture of continuous improvement. Oversee the recruitment, training, and development of the quality assurance team.
Quality Assurance Program Development:
Design, implement, and refine quality assurance programs to evaluate performance across key metrics, including call handling, customer satisfaction, compliance, and process adherence. Ensure quality standards are aligned with regulatory requirements and organizational goals. Develop and implement quality scorecards, evaluation forms, and reporting mechanisms for both internal teams and BPO partners.
Performance Monitoring & Reporting:
Oversee the regular monitoring and assessment of contact center and BPO interactions, including call recordings, chat transcripts, and other customer interactions. Develop dashboards and reporting frameworks to track quality trends, identify areas for improvement, and provide insights to leadership. Present quality performance updates to leadership and key stakeholders, including recommendations for process improvement and training needs.
Continuous Improvement Initiatives:
Identify performance gaps and collaborate with internal teams and BPO partners to implement corrective actions and improvement plans. Work closely with the training team to ensure that feedback from quality assessments is integrated into ongoing training and development programs. Drive initiatives to improve customer satisfaction, operational efficiency, and first-call resolution rates.
Collaboration with BPO Partners:
Establish strong working relationships with BPO partners, ensuring that quality standards and expectations are clearly communicated and met. Lead regular calibration sessions with BPO teams to ensure consistency in quality assessments and alignment with internal standards. Monitor BPO partner performance to ensure contractual quality commitments are achieved and address any performance concerns.
Compliance & Risk Management:
Ensure that all quality processes are in compliance with healthcare regulations, industry standards, and patient privacy requirements (e.g., HIPAA). Identify and mitigate potential quality risks, ensuring that internal and external teams adhere to best practices for patient interaction and data handling.
Customer Experience Enhancement:
Leverage technology and analytic tools to create data sets to support business optimization and deeper patient insights. Serve as a key advocate for improving the overall customer and patient experience by identifying quality-driven opportunities for enhancing service delivery. Partner with the Customer Experience, Operations, and Training teams to align quality objectives with broader organizational goals and drive a culture of excellence.
Qualifications
Educational Background:
Bachelor’s degree
Relevant certifications such as Certified Quality Improvement Associate (CQIA) or Six Sigma are a plus.
Professional Experience:
Minimum 5-7 years of experience in Quality Assurance or Quality Management roles within a contact center environment, with at least 2-3 years in a management or leadership position.
Proven experience in managing quality assurance teams, including performance management, coaching, and fostering a high-performance culture.
Contact Center Expertise:
Strong understanding of contact center operations, including customer service protocols, call routing, and omnichannel support (voice, chat, email, social media).
Hands-on experience with contact center quality monitoring tools (e.g., NICE, Verint, CallMiner) and performance management systems.
Customer Experience (CX) Focus:
Demonstrated ability to design and implement quality frameworks that enhance customer experience and satisfaction.
Experience in developing and tracking key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Contact Resolution (FCR).
Data Analysis and Process Improvement:
Proficiency in analyzing data from various sources to identify trends, gaps, and areas for improvement in the contact center’s performance.
Experience with data visualization tools to present findings and drive decision-making.
Strong background in process improvement methodologies (e.g., Lean, Six Sigma) to streamline operations and enhance service delivery.
Technology and Tools Management:
Experience in implementing and optimizing the use of quality management tools within a contact center to monitor, report, and improve agent performance.
Familiarity with CRM systems (Nice, Genesys, Five9 Virtual observer) and their integration with quality management processes.
A history leveraging tools for voice analytics.
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Hours: Monday-Friday 8am-5pm
Duly Health and Care works to understand what matters most to you. We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives. We invest in helping our team members develop their talents in a way that is rich in personal meaning. We invite you to join us, fulfill your purpose and make your mark!
Benefits:
Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
$5,250 Tuition Reimbursement per year.
40 hours paid volunteer time off.
A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact
12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.
401(k) Match
Profit-sharing program
The
Quality Manager-Contact Center
will be responsible for leading the quality assurance function across both the internal contact center and our BPO partners. This role will manage a team of quality analysts and auditors, ensuring adherence to defined quality standards, processes, and service excellence goals. The Quality Manager will also drive continuous improvement initiatives and collaborate with cross-functional teams to maintain high performance and alignment with the organization’s strategic objectives.
Responsibilities
Leadership & Team Management:
Lead and manage a team of quality analysts responsible for monitoring and evaluating the performance of the internal contact center and BPO partner teams. Provide coaching, mentorship, and performance feedback to quality analysts, fostering a culture of continuous improvement. Oversee the recruitment, training, and development of the quality assurance team.
Quality Assurance Program Development:
Design, implement, and refine quality assurance programs to evaluate performance across key metrics, including call handling, customer satisfaction, compliance, and process adherence. Ensure quality standards are aligned with regulatory requirements and organizational goals. Develop and implement quality scorecards, evaluation forms, and reporting mechanisms for both internal teams and BPO partners.
Performance Monitoring & Reporting:
Oversee the regular monitoring and assessment of contact center and BPO interactions, including call recordings, chat transcripts, and other customer interactions. Develop dashboards and reporting frameworks to track quality trends, identify areas for improvement, and provide insights to leadership. Present quality performance updates to leadership and key stakeholders, including recommendations for process improvement and training needs.
Continuous Improvement Initiatives:
Identify performance gaps and collaborate with internal teams and BPO partners to implement corrective actions and improvement plans. Work closely with the training team to ensure that feedback from quality assessments is integrated into ongoing training and development programs. Drive initiatives to improve customer satisfaction, operational efficiency, and first-call resolution rates.
Collaboration with BPO Partners:
Establish strong working relationships with BPO partners, ensuring that quality standards and expectations are clearly communicated and met. Lead regular calibration sessions with BPO teams to ensure consistency in quality assessments and alignment with internal standards. Monitor BPO partner performance to ensure contractual quality commitments are achieved and address any performance concerns.
Compliance & Risk Management:
Ensure that all quality processes are in compliance with healthcare regulations, industry standards, and patient privacy requirements (e.g., HIPAA). Identify and mitigate potential quality risks, ensuring that internal and external teams adhere to best practices for patient interaction and data handling.
Customer Experience Enhancement:
Leverage technology and analytic tools to create data sets to support business optimization and deeper patient insights. Serve as a key advocate for improving the overall customer and patient experience by identifying quality-driven opportunities for enhancing service delivery. Partner with the Customer Experience, Operations, and Training teams to align quality objectives with broader organizational goals and drive a culture of excellence.
Qualifications
Educational Background:
Bachelor’s degree
Relevant certifications such as Certified Quality Improvement Associate (CQIA) or Six Sigma are a plus.
Professional Experience:
Minimum 5-7 years of experience in Quality Assurance or Quality Management roles within a contact center environment, with at least 2-3 years in a management or leadership position.
Proven experience in managing quality assurance teams, including performance management, coaching, and fostering a high-performance culture.
Contact Center Expertise:
Strong understanding of contact center operations, including customer service protocols, call routing, and omnichannel support (voice, chat, email, social media).
Hands-on experience with contact center quality monitoring tools (e.g., NICE, Verint, CallMiner) and performance management systems.
Customer Experience (CX) Focus:
Demonstrated ability to design and implement quality frameworks that enhance customer experience and satisfaction.
Experience in developing and tracking key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Contact Resolution (FCR).
Data Analysis and Process Improvement:
Proficiency in analyzing data from various sources to identify trends, gaps, and areas for improvement in the contact center’s performance.
Experience with data visualization tools to present findings and drive decision-making.
Strong background in process improvement methodologies (e.g., Lean, Six Sigma) to streamline operations and enhance service delivery.
Technology and Tools Management:
Experience in implementing and optimizing the use of quality management tools within a contact center to monitor, report, and improve agent performance.
Familiarity with CRM systems (Nice, Genesys, Five9 Virtual observer) and their integration with quality management processes.
A history leveraging tools for voice analytics.
#J-18808-Ljbffr