Manager, Consumer Experience - Quality Assurance

Job title: Manager, Consumer Experience - Quality Assurance in USA at Ascension
Company: Ascension
Job description: Details

• Department: People Enablement
• Schedule: Full Time/8-Hour Day Shift, Monday-Friday
• Location: Remote with about 10%-25% travel

BenefitsPaid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your communityBenefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance and salary range at the time of the offer.ResponsibilitiesThe Manager Consumer Experience, Quality Assurance leads the Quality Assurance (QA) team supporting Ascension Contact Center (ACC) operations. The position leads and evolves the quality program that assesses the customer experience, reviews front line, contact center team member performance, identifies opportunities and recommends solutions in a multi-channel environment (Phone, Chat, Email and SMS). Other key activities include analyzing trends to identify opportunities and close process gaps, and partnering with ACC Operations, Training and Workforce Management Leaders to recommend ways to deliver a best in class experience. In addition, this position will leverage their expertise in quality and accountability to help assess opportunities outside of the ACC.Responsibilities:

• Enable the Ascension mission to come to life in all interactions (Voice, Digital, Chat, Email and SMS)
• Lead and evolve a Quality program for a multi-channel contact center environment
• Design customized call & chat evaluation forms within the quality platform as new channels are introduced
• Collaborate with ACC, Partners/Vendors and Insight Integration to bring the Voice of the Consumer and strategies for improvement to life for the QA team; identify trends, provide actionable insights (e.g., drivers behind changes), understand actions taken to address issures and measure success
• Build a strong relationship with Ascension Technology (AT), ACC Operations, Training and Workforce Management Leaders to remove barriers / apply lessons learned to enable delivery of a best in class experience.

Lead QA business reviews with ACC Operational Leaders to review trended results, provide and actionable insights, align on actions to address opportunities and harvest feedback on how to consistently iterate the QA program * Lead and develop the QA Management and Supervisor responsibilities for:

• A team of 12 QA Analysts and a Team Lead that assess ACC Care Navigator call and chat service delivery ensuring adherence to policies/procedures, standards and documentation requirements
• Recruiting, retention, performance management, managing workload distribution and meeting productivity goals
• Performance reporting and ad hoc analytical requests

RequirementsEducation:

• High School diploma equivalency with 3 years of cumulative experience OR Associate's

degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required. 3 years of leadership or management experience preferred.Additional PreferencesExperience:

• 5+ years of experience leading large teams, ideally in a contact or call center environment for internal and external (vendors) teams.
• 5+ years leading a QA program in a contact or call center environment
• Proficiency in contact center software and analytical tools (e.g., Genesys, Qualtrics, AI, SalesForce, Tableau)
• Experience deploying and exploring best practices, tools and new technologies
• Familiarization with Google suite preferred

Skills:

• Ability to drive change through inspiration
• Ability to leverage trending / driver analysis to identify top opportunities and provide actionable insights
• Ability to collaborate with internal stakeholders to improve the experience
• Change champion; passion for improving processes and demonstrated ability to drive change
• Ability to leverage technology to improve efficiency and audit quality
• Ability to lead a large team with limited guidance and motivate team members to higher levels of performance through increased engagement

• Effective communicator with the ability to adapt as needed to fit the audience

#LI-Remote#AscensionCXjobsWhy Join Our TeamAscension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.Equal Employment Opportunity EmployerAscension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.For further information, view the poster or poster.As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.E-Verify StatementThis employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.
Expected salary:
Location: USA
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