QA Manager

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 retraining curricula, 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. #J-18808-Ljbffr