Military Spouse Connection Jobs

Title:

Contact Center Quality Manager

HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.

The Contact Center Quality Manager is responsible for monitoring and auditing work performed to ensure the highest quality standards in accordance with company policies and procedures. The Quality Manager documents quality review results, creates quality reports, and provides feedback and trend data to the contact center leadership team as required. This role is heavily analytical and requires critical thinking skills, sound judgement, flexibility, and effective communication skills to continue to optimize customer experience. They will also identify improvements to performance, processes, and training within the Customer Care department.

POSITION DESCRIPTION :

• Lead a team of quality auditors to perform statistically valid review of customer service representatives omnichannel communications and tasks for accuracy and completion in accordance with company/department guidelines.

• Coach quality auditors to meet or exceed performance expectations through formal coaching and mentoring of team members and leveraging of performance management processes.

• Provides 360-degree feedback on performance, process gaps, and process improvement initiatives.

• Develop, implement, administer, and maintain quality standards and monitoring processes for omnichannel contact center to ensure contractual compliance and an exceptional customer experience.

• Monitors quality operations to ensure adherence to service level standards and company/department policies and procedures.

• Establishes an ongoing process to maintain an even and consistent delivery of evaluations and feedback utilizing tools and reports available.

• Schedules and leads calibration sessions to maintain consistency in internal evaluations.

• Prepare and analyze quality reports identifying process gaps and develop process improvement plans to meet and exceed customer expectations and address concerns.

• Develop a diverse and inclusive work environment that inspires employee engagement and enhances culture.

• Collaborate and communicate with an internal cross-function HomeSafe Alliance team, partnering to ensure overall mission accomplishment and adherence to contractual deliverables, obligations, and service level objectives.

• Perform other duties as assigned.

QUALIFICATIONS AND SKILLS REQUIREMENTS :

• igh School diploma or equivalent.

• 3 years of experience in a contact center environment.

• 2 years of supervisory experience in an omnichannel contact center environment, preferably leading a team of quality auditors.

• Experience with contact center software, quality management systems and metrics.

• Ability to work collaboratively with business leaders and functional departments to develop solutions to complex problems and projects.

• Ability to navigate in fast-paced environment and prioritize tasks with competing deadlines.

• Strong supervisory and leadership skills.

• Exceptional listening and analytical skills.

• Advanced experience of Microsoft Office Suite to include Word, Excel, and PowerPoint.

Preferred

• Bachelor/Master’s Degree and/or Green Belt.

• Military move management experience, Military experience and/or immediate family member of a military member while on active duty.

• Prior experience implementing a Quality Assurance program in a new contact center.

• Experience leveraging NICE software/applications.

Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required.

I nclusion and Diversity at HomeSafe Alliance:

At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team’s philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.

Benefits:

• Medical, Dental and Vision Insurance.

• Paid time off (PTO) Three weeks of PTO for newly hired employees

• 401(k)

• Health and Wellness Programs

• Disability, Life and AD&D insurance

• Employee Support program

• Family Support: Bright Horizons, child and elder care services

• Teladoc Medical Experts, second opinion program

• Travel Accident & Medical

• TRICARE Supplement Plan

• Voluntary Benefit Plans

• And more!

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

HomeSafe​ — Delivering Solutions, Changing the World.

HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.

More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking—and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity—ensuring household goods shipments are picked up and delivered on time.

With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.

We thank you for your service, and for the privilege of serving you in return.

A t HomeSafe, We Deliver.

Fraud Alert

Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.

HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.

Benefits:

• Medical, Dental and Vision Insurance.

• Paid time off (PTO) Three weeks of PTO for newly hired employees

• 401(k)

• Health and Wellness Programs

• Disability, Life and AD&D insurance

• Employee Support program

• Family Support: Bright Horizons, child and elder care services

• Teladoc Medical Experts, second opinion program

• Travel Accident & Medical

• TRICARE Supplement Plan

• Voluntary Benefit Plans

• And more!