seattle, Washington
Quality Assurance Manager Job Opening in seattle, Washington - Quality Assurance Manager The WSDOT Good To Go! Customer Service Center (CSC) provides customer service and back office support to customers of the Good To Go! tolling program. We are looking for an experienced, detail-oriented Quality Assurance Manager to provide leadership and direction for quality initiatives within the operations of the Customer Service Center and tolling programs. Job Summary The QA Manager reports to the Operations Program Manager and is responsible for overseeing the CSC?s efforts in managing overall expectations pertaining to quality standards. This position will ensure delivery against QA goals and objectives, providing necessary assistance to CSC management staff in defining, developing and deployment of QA initiatives related to performance metrics for each department. Essential Duties and Responsibilities This position includes, but is not limited to following functions: ? This person will be responsible for providing QA leadership, working with management staff to identify and address issues related to performance standards established for the CSC. ? Responsible for promoting quality achievement and performance improvement throughout the organization. ? Promote positive work environment by establishing rapport and initiating relationships with CSC and colleagues. ? In accordance with organizational goals, the QA Manager will work with CSC management staff in identifying and analyzing problems; plans tasks and solutions, and will provide guidance to the management team on development, performance, and productivity issues. Monitor and log employee performance problems according to contract requirements and company policy. ? The QA Manager will recommend changes to improve efficiency and effectiveness based on review of operational statistics; reports to functional and/or organization management on team accomplishments, achievements and productivity; and will keep apprised of developments in the field of expertise to ensure currency. ? This person will ensure that compliance and performance standards are met on both individual and contract levels by preparing and conducting performance-based and system audits. ? The QA manager will also monitor contract compliance with 3rd parties to ensure that performance metrics outlined in the contract are being met and would report QA issues to the Operations Program Manager as it relates to the contractual requirements. ? Seven years related experience in customer service center environment. ? 5 years quality assurance experience, including 3 years in a supervisor or management role. ? Strong process, analytical and organizational skills ? Strong organizational, verbal, presentation, and written skills ? Understanding of effective human communication, interactions, and dynamics ? Strong time-management skills, problem-solving skills, and analytical skills ? Demonstrated productivity in a team environment, focusing on customer satisfaction ? Highly developed sense of integrity and commitment to operational excellence. ? Must possess excellent computer skill sets with the ability to create and generate multiple QA reports, proposal improvements, and presentations. A strong knowledge of MS Office products such as, Excel, Access, power point, and Word. The Quality Assurance Manager is a full-time, salaried position with full medical benefits available within 30 days, as well as paid time-off available after the first 90 days of employment. To apply, please send your resume to - please put Quality Assurance in the title of your email. Due to a large volume of applications, only qualified applicants will be contacted. To learn more about Electronic Transacton Consultants (ETCC), please visit seattle wa washington
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