Group Manager
5 days ago
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 upper management.
Sets appropriate quality standards.
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 OPS & Training to identify areas of concern and addresses issues accordingly.
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 Green Belt Trained and certified.
Preferred Black belt
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