For over 65 years, GC Services has been trusted by a diverse portfolio of clients to provide a full suite of outsourcing solutions. With over 7,000 employees throughout the Americas and the Philippines, we make lives better; we engage, listen, and resolve consumer concerns and obligations with empathy and innovation. We advocate for our client’s brands and reputations as our own. We are always seeking service-oriented individuals who want to be an integral part of creating lasting relationships with our employees and our clients within our fun, rewarding, and rapidly growing company!

• Responsible for the quality assurance (QA) program for call center, walk-in center, and production work for the North Carolina Quick Pass (NCQP) customer service team.
• Manages analysts and interacts with GC program management and NCTA customer service team.

• Ensures that quality programs meet expectations of GC Services and NCTA
• Hires, trains, manages, and develops Quality Analysts to insure program expectations are appropriately measured and effective feedback is given.
• Plans, directs and coordinates QA programs and formulates quality control policies and guidelines, and adjusts as necessary to ensure they are as effective as possible
• Plans and leads internal and external calibration sessions
• Monitors prerecorded and live calls for consistency while communicating feedback as appropriate
• In conjunction with the Marketing/Communication Manager, completes monthly on site walk-in center (WIC) observations (Morrisville, Charlotte and Monroe) for accuracy and consistency of quality expectation for in-person customer service
• Review and research quality related disputes and partners with Operations to address training, process improvement, and results
• Ensures weekly/monthly quality reports are complete, accurate and delivered within expected time frames
• Assesses productivity and identifies inefficiencies related to operational standards

Responsibility to analyze stats and develop tools to address deficits in standards

• Reviews employee resources to include system-generated customer communications for areas of opportunity for improvement, and address with NCTA as needed
• Communicates with the Training Manager to assist with developing training plans and training materials for both new hire training and refresher training to address inefficiencies
• Conducts orientation sessions and arranges on-the-job training for new employees as it relates to the Quality Program and result administration
• Ensures all employees maintain and improve their job skills and possibly prepare for jobs requiring greater skills and for promotions
• Coordinates individualized plans to strengthen and enhance an employee's existing quality performance
  • Partners with managers to develop supervisors' interpersonal skills so they can deal more effectively with employees
  • Collaborates and consults with NCTA to guide all levels of employees through the most appropriate quality related components
  • Partners with other GC Services sites and NCTA to ensure GC Services is operating with Best in Class practices, to ensure continuous improvement
• Additional duties include ad hoc assignments as assigned

Education:

• High School diploma or equivalent required.  Bachelor's degree in management from accredited university, preferred

Experience:

• 3-5 years of quality assurance programs as member of management in a call center environment
• Experience with Toll Back Office Systems, Vector or Integrity,  highy preferred

Computer Experience:

• Employees must be able to type quickly and accurately, use a mouse effectively, and be proficient in Microsoft Office Suite (Excel, PPT and Word).

Skills & Abilities:

• Must be able to maintain confidentiality.
• Ability to establish and maintain effective working relationship with client and GC Services
• Ability to project and convey a positive and professional image.
• Ability to make sound decisions in a highly stressful environment.
• Ability to manage large groups of people whether in office or remote
• Ability to build high performing effective teams.
• Write in a clear and concise manner
• Manage time effectively
• Solve problems or issues that may come up
• Concentrate and focus for extended periods of time
• Cope with high-stress and changing environment
• Remain alert at all times
• Adhere to policies and procedures
• Adhere to work schedule and punctuality requirements

All job offers are contingent upon completion of drug and background checks.

GC Services is an equal opportunity employer: M/F/Disabled/Vet