Job Summary: The Associate Quality Manager’s primary responsibility is to oversee the quality management process, meeting all client expectations in the number of audits each week, using the client’s quality scorecard. They also provide reports and trends to the Operations Managers with recommendations on how to improve quality performance to meet client goals.

Essential Functions:

• Oversee the quality management process using both NexRep and client processes and standards.
• Meet minimum requirements for number of audits completed each week per contract and client requirements.
• Provide weekly, monthly, and quarterly reporting on quality results including insights on trends and the voice of the customer.
• Hire, develop, and maintain a team of qualified Quality Specialists.
• Lead quality calibration calls with clients and apply feedback to ensure the variance in scores is in line with client expectations.
• Provide recommendations to Operations Managers and Certification on how to improve quality results.
• Deliver written and oral feedback to agents on performance gaps based on client expectations.
• Host quality improvement sessions for contractors and internal employees to help bring understanding on client expectations, gaps in performance, and what success looks like according to the client
• Join portions of certification to discuss client quality requirements with incoming contractors.
• Partner with Operations to build quality improvement plans when needed.

Requirements

Position Requirements:

• 2+ years of experience in a quality role
• Strong leadership and managerial skills
• Proficiency in Microsoft Office 365
• Analytical problem-solving skills
• Ability to build and maintain strong client relationships
• Ability to develop team members
• Ability to make real time assessments and decisions
• Ability to create a team centric environment
• Ability to work on multiple projects at once

Hours/Travel: Example — Evening, weekend and holiday hours may be required to meet client’s needs. Travel to NexRep headquarters a minimum of twice per year, in addition to the clients’ location for business meetings as needed is required. NexRep will reimburse for travel expenses incurred.

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee.

NexRep provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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