Contact Center Quality Manager jobs in Washington
Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Manager jobs
Manager Pharmacy Contact Center
- Kaiser Permanente
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Renton, WA
OTHER
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Job Summary:
Provides strategic direction and alignment with KP National Pharmacy and KPWA goals for the Pharmacy Contact Center including answering of phone calls: 1. Directed to KP Medical Center Pharmacies; 2. Supporting Enterprise-wide Mail order; 3. Supporting New Member onboarding to KPWA pharmacy patients; 4. Pharmacist related calls from patients, providers and Consulting Nurse services; 5. Triaged from Customer Service and Patient Financial Services Processing of all mail order prescription including all prescription repatriated from network providers and onboarding of all new KP members to Pharmacy services.
Has operational oversight of the management team for the department assuring that the processes and systems are in place so services meet budget, quality, service and regulatory requirements. Coordinates information flow, program development and implementation with the Medical Center Pharmacies, Fulfillment Center and Clinical departments as well as with outside departments including Kaiser National programs, Options, Inc., Benefits, Medicare, Legal, Appeals, Provider Relations, Sales and Marketing, Customer Service, and other delivery system and health plan departments.
Essential Responsibilities:- Accountable for strategic planning, management team leadership and operational oversight of Pharmacy Call Center services including Call management, Mail order processing, New member onboarding, patient facing technology associated with refilling a prescription and compliance and regulatory issues associated with these functions.
- Develops a team of professionals to plan and implement department goals and objectives in area of responsibility. Leads and supports the pharmacy management structure to enable achievement of KP National Pharmacy and KPWA pharmacy and Delivery System business objectives for service and quality including budget accountability for human and financial resources. Provides leadership and direction to team including hiring, evaluating and coaching.
- Assures that strategic planning, workflow standardization, maximized technology and high quality, member- focused service for all Call Center and Mail order patients are in place so care provided by staff meets service and operational regulatory requirements.
- Assures program alignment (Call Management, Mail Order processing, Onboarding) with key stakeholders including KP National Call Center, Area Medical Centers, Customer Service, Clinical Services, Fulfillment Center, PFS, Finance, and Health Plan.
- Coordinates program development, implementation and communication flow with the Outpatient Pharmacies, Pharmacys Centralized services and Clinical division and with outside departments including Options, Health Plan, Legal, Provider Relations, Sales & Marketing, Care Delivery departments, and Kaiser Permanente National programs.
- 3 Days Ago
Contact Center Manager
- RROC Exteriors
-
Olympia, WA
FULL_TIME
- About RROC At RROC, we are a family owned and operated home improvement company offering residential Roofing, Siding and Window solutions to Washington homeowners. RROC stands for Results Regardless o...
- 20 Days Ago
Pharmacy Manager
- Quality Food Center
-
Port Townsend, WA
FULL_TIME
- At QFC, you'll join the Kroger Family of Companies, where People Matter. We are a reliable brand that offers a better work life balance and properly staffed technician support. With more trained techn...
- 6 Days Ago
Quality Manager
- Top Quality Recruitment (TQR)
-
Renton, WA
FULL_TIME
- Employment Type: Full-time Available Positions: 1 Location: On-SiteApplication Deadline: June 26th, 2024 Summary The Quality Manager will be responsible for providing support in planning, coordinating...
- Just Posted
Contact Center Associate-Banking
- Heritage Bank NW
-
Burlington, WA
FULL_TIME
- Base Salary RangeLevel I - $17.52 - $20.59 - $23.66 per hourLevel II - $17.65 - $21.62 - $25.59 per hourSenior - $18.16 - $22.70 - $27.25 per hourDepending on qualifications and experience Customer Se...
- 2 Days Ago
Contact Center Operations Representative
- STCU
-
Spokane, WA
FULL_TIME
- Company DescriptionSTCU is consistently rated one of the top-performing credit unions in the nation, and has been named one of Fortune Magazine’s Great Places to Work. We look for employees who have a...
- 3 Days Ago
Contact Center Quality Manager jobs at Popular Companies
Contact Center Operations Manager
- VBeyond Corporation
-
Jersey City, NJ
- Title: Customer Experience Contact Center Strategy and Operations Manager Location: Jersey City, NJ Experience in Financ...
- 6/10/2024 12:00:00 AM
Contact Center Manager (Call Center Manager)
- Educational Federal Credit Union
-
Miami, FL
- Job Summary: The Member Contact Center Manager is responsible for the leadership of the Credit Union's Member Contact Ce...
- 6/9/2024 12:00:00 AM
Contact Center Manager
- SEB Professional North America
-
Irvine, CA
- Who Are We? Our passion for coffee makes SEB Professional North America a growing company! We are in the professional co...
- 6/8/2024 12:00:00 AM
Contact Center Operations Manager
- IGT Solutions
-
San Antonio, TX
- Position: Operations Manager Location: San Antonio, Texas Job Responsibility: IGT Solutions is looking for a Operations ...
- 6/7/2024 12:00:00 AM
Contact Center Operations Manager
- IGT Solutions
-
Philadelphia, PA
- Position: Operations Manager Location: Philadelphia, PA Job Responsibility: IGT Solutions is looking for a Operations Ma...
- 6/7/2024 12:00:00 AM
Contact Center Manager (Call Center Manager) - On-site
- Educational Federal Credit Union
-
Miami, FL
- Job Description Job Description Job Summary: The Member Contact Center Manager is responsible for the leadership of the ...
- 6/7/2024 12:00:00 AM
Contact Center Operations Manager
- IGT Solutions
-
Jacksonville, FL
- Position: Operations Manager Location: Jacksonville, Florida Job Responsibility: IGT Solutions is looking for a Operatio...
- 6/7/2024 12:00:00 AM
Contact Center Manager
- Stanford Federal Credit Union
-
Palo Alto, CA
- Job Description Job Description Member Care Team Manager Opportunity at Stanford Federal Credit Union! We’re on a missio...
- 6/7/2024 12:00:00 AM
About Washington
Washington (/ˈwɒʃɪŋtən/), officially the State of Washington, is a state in the Pacific Northwest region of the United States. Washington is the northwestern-most state of the contiguous United States. It borders Idaho to the east, bounded mostly by the meridian running north from the confluence of the Snake River and Clearwater River (about 116°57' west), except for the southernmost section where the border follows the Snake River. Oregon is to the south, with the Columbia River forming the western part and the 46th parallel forming the eastern part of the Oregon-Washington border. To the wes...
Source: Wikipedia (as of 04/17/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$79,387 to $119,551
Most Popular Cities in Washington for Contact Center Quality Manager Jobs
What does a Contact Center Quality Manager do?
Contact Center Quality Manager in Pierre, SD
This includes the day-to-day supervision of non-exempt team members in a high quality/high productivity environment.
January 08, 2020
Contact Center Quality Manager in Champaign, IL
Gain a holistic view of quality - Enjoy powerful, at-the-ready quality dashboards to see team and individual progress in real time.
January 17, 2020
Contact Center Quality Manager in Fargo, ND
Contrary to popular thought, quality control and quality assurance are not one in the same.
January 28, 2020