Call Center QA Manager

The QA Manager is responsible for developing, implementing, and managing the Quality Assurance and Quality Improvement Program for the DOL National Contact Center (NCC).
This role ensures that all customer interactions across multi-channel platforms (phone, email, chat, IVR) meet or exceed quality standards, accuracy requirements, and customer service expectations, while ensuring compliance with all contractual and federal requirements.

• Manage QA program: Develop and oversee the quality assurance and improvement framework.
• Monitor interactions: Ensure calls, emails, and other communications are evaluated for accuracy, quality, and compliance.
• Analyze performance: Identify trends, risks, and improvement areas from QA data.
• Drive improvement: Implement quality improvement initiatives to enhance service and accuracy.
• Support training & coaching: Work with operations and training teams to address skill gaps and improve performance.
• Ensure compliance: Enforce adherence to federal regulations, DOL policies, and contract requirements.
• Lead QA team: Supervise QA analysts and ensure consistent evaluation standards.
• Manage QA tools: Oversee call monitoring systems and quality scoring platforms.

Report findings: Provide quality reports and insights to leadership and stakeholders.

Education

• Bachelor's degree in Business, Quality Management, or related field
• Equivalent experience may be considered

Experience

• 7+ years of experience in:
  • Contact center operations or QA
• 3–5 years in a QA leadership role
• Experience managing:
  • Multi-channel contact centers
  • QA programs for large teams (100+ FTEs)

Certifications (Preferred)

• Six Sigma / Lean
• Certified Quality Manager (CQM)
• COPC or contact center quality certification