Manager Quality Control - Sedgwick Claims Management Services, Inc.

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. 

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

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Most Loved Workplace® 
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Manager Quality Control

PRIMARY PURPOSE: To ensure contact center procedural and quality requirements and activities are appropriately defined, measured and aligned with organizational goals of delivering exceptional customer service to internal and client constituents; to continuously assess customer service, quality compliance and training needs, develop methodologies and resource tools to support service delivery through all client channels; and to support colleague development through direct reports and collaboration with operational and support services teams.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Ensures that direct reports, supervisory/operational staff and other operations served through the quality function are properly and consistently administered voice recording and quality assurance applications.
• Reviews, analyzes and provides management level reporting on quality assurance processes and outcomes.
• Coordinates effort with operations, training, client services and other team to develop and implement national contact center quality initiatives.
• Participates in the development of technology and process improvement solutions that drive performance of contact center colleagues.
• Manages directly and through supervisory personnel colleague coaching, mentoring and group training.
• Assists with vendor management for voice recording and quality assurance tools.
• Works across functional groups and teams to provide management with objective colleague quality measurements and recommendations to improve organizational and client level performance.
• Effectively manages process improvement initiatives and communication to operational teams focused on ensuring consistency in process and service delivery to diverse client base. 
   

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).
• Travels as needed. 
   

SUPERVISORY RESPONSIBILITIES

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
• Provides support, guidance, leadership and motivation to promote maximum performance. 
   

QUALIFICATIONS
Education & Licensing

Bachelor's degree from an accredited college or university preferred. Professional certification and association membership appropriate to position preferred.
 

Experience

Eight (8) years contact center and/or quality assurance experience or equivalent combination of education and experience required to include two (2) years supervisory and/or training experience. Two (2) years service with the company preferred.

Skills & Knowledge

• Thorough knowledge of contact center practices and procedures
• Thorough knowledge of quality assurance and auditing processes
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies 
   

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.