Job Description
Everforth ECS Federal is seeking a Quality Assurance Manager to work in our Huntsville, AL office.
ECS is seeking an experienced Quality Assurance Manager to lead quality assurance, process improvement, compliance, and performance excellence initiatives within a high-volume, 24/7 IT Call Center environment. This individual will be responsible for developing, implementing, and continuously improving quality management programs that ensure exceptional customer service delivery, operational efficiency, contract compliance, and adherence to industry best practices.
The ideal candidate has extensive experience in service management, contact center operations, quality assurance methodologies, and leading cross-functional teams in mission-critical environments.
Key Responsibilities:
- Develop, implement, and maintain a comprehensive Quality Management Program for a 24/7 IT Call Center supporting enterprise operations.
- Establish quality standards, scorecards, evaluation criteria, and audit methodologies aligned with contractual requirements, SLAs, and KPIs.
- Oversee quality monitoring of customer interactions across phone, email, chat, ticketing systems, and escalation channels.
- Ensure consistency in service delivery, incident handling, documentation, and customer engagement.
- Analyze operational metrics, trends, customer satisfaction data, and service performance indicators.
- Develop executive-level dashboards, reports, and performance summaries for leadership and government/customer stakeholders.
- Identify systemic issues, performance gaps, and opportunities for operational improvement.
- Present actionable recommendations to senior leadership.
- Lead continuous improvement initiatives using Lean, Six Sigma, ITIL, or comparable methodologies.
- Conduct root cause analysis for recurring incidents, service failures, and customer complaints.
- Develop corrective action plans and monitor implementation effectiveness.
- Partner with operations leadership to optimize workflows, reduce inefficiencies, and improve first-call resolution.
- Ensure adherence to contract requirements, organizational policies, regulatory standards, and security procedures.
- Support internal audits, external audits, customer inspections, and compliance reviews.
- Maintain documentation for quality processes, audit findings, corrective actions, and process changes.
- Ensure readiness for quality assessments and program reviews.
- Lead and mentor quality analysts, trainers, and process improvement personnel.
- Establish coaching programs to improve agent performance and supervisor effectiveness.
- Collaborate with training teams to identify skill gaps and develop targeted learning initiatives.
- Foster a culture of accountability, excellence, and continuous improvement.
- Monitor customer satisfaction trends and voice-of-customer feedback.
- Drive initiatives to improve customer experience, responsiveness, and service consistency.
- Ensure escalation management processes support timely issue resolution