The Quality Manager will lead and oversee an integrated quality management program supporting contact center operations across voice, chat, AI-assisted interactions, and overall program performance. This role is responsible for ensuring service quality, compliance, customer experience excellence, and continuous performance improvement through a combination of human-led and AI-enabled quality assurance practices.
Key Responsibilities
- Implement and manage the program's Quality Control Plan (QCP) and support performance requirements outlined in the Quality Assurance Surveillance Plan (QASP).
- Develop, maintain, and oversee interaction monitoring, quality scoring, calibration, and coaching programs.
- Monitor and evaluate voice and chat interactions for quality, accuracy, compliance, and customer satisfaction.
- Integrate AI-driven quality monitoring and speech analytics solutions with human quality validation processes.
- Analyze quality data to identify trends, root causes, defects, risks, and opportunities for improvement.
- Develop and implement corrective and preventive action plans to address performance gaps.
- Collaborate with Operations, Training, AI, and Program Management teams to drive continuous improvement initiatives.
- Produce quality dashboards, performance metrics, scorecards, and reports for leadership and government stakeholders.
- Ensure consistent application of quality standards, policies, and procedures across all service channels.
- Support audit readiness and contract compliance requirements.
Required Qualifications
- Bachelor's degree in Business, Management, Communications, or a related field, or equivalent experience.
- Minimum 7 years of contact center quality management experience.
- Proven experience developing and leading quality assurance, calibration, coaching, and performance improvement programs.
- Strong analytical, problem-solving, and reporting skills.
- Experience creating and presenting quality metrics, dashboards, and executive-level reports.
- Excellent communication and stakeholder management skills.
- Proficiency with contact center technologies, quality monitoring tools, and performance management systems.
Preferred Qualifications
- Experience with automated quality assurance, speech analytics, and AI-driven monitoring solutions.
- Knowledge of QASP and Quality Control Plan (QCP) environments.
- Experience supporting federal government contact center programs.
- Familiarity with customer experience (CX) best practices and continuous improvement methodologies.
Key Competencies
- Quality Assurance & Compliance
- Performance Management
- Coaching & Employee Development
- Root Cause Analysis
- Continuous Process Improvement
- Data Analytics & Reporting
- Customer Experience Management
- Cross-Functional Collaboration
- Leadership & Decision-Making
This position plays a critical role in ensuring high-quality customer interactions, regulatory compliance, operational excellence, and continuous improvement across a modern, AI-enabled contact center environment.
Position Contingency Notice
This position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.
