Summary:
The Suffolk County Water Authority is seeking a Quality Assurance Manager to ensure the highest level of service is delivered to all customers. This individual will advocate for change and continuous improvement by providing new ideas to further elevate customer experience, employee satisfaction and company goals and objectives.
 

Job ID/Number:
 

Posted Date:
8/12/2019
 

Job Location:
 

Position Type:
Full Time
 

Division:
Administration
 

Description:
The Suffolk County Water Authority is seeking a Quality Assurance Manager to ensure the highest level of service is delivered to all customers. This individual will advocate for change and continuous improvement by providing new ideas to further elevate customer experience, employee satisfaction and company goals and objectives.

Responsibilities:
• Develop and administer process documentation training for new and existing employees.
• Review monitoring procedures and assist in live and backend monitoring of staff.
• Maintain and implement proven coaching techniques for management employees to assist staff in meeting defined goals.
• Conduct analysis of monitoring results, provide feedback to Management with recommendations and follow through actions for improvement and creation of performance improvement goals and team development.
• Promote, monitor and report on key performance indicators against established internal and industry standards.
 
Qualifications:
• Bachelor’s degree in Business Management preferred.
• Minimum of 3-5 years of call center supervisory experience required with previous experience using customer interface systems; AVAYA, call recording & monitoring solutions and WFM software.
• Minimum of 2-3 years experience in Quality Assurance, Process Improvement and Change Management required.
• Experience in designing and implementing training for management and line staff.
• Six Sigma – Green Belt or above preferred.
• Excellent written, verbal communication and organization skills essential.
• Advanced proficiency in MS Excel and MS Access with the ability to pull and manipulate data and present findings using VBA, Pivot Tables and VLookup.
 
*The Authority may accept an equivalent combination of education and experience to meet the requirements.*
Interested candidates should submit their application and resume via the SCWA website (www.scwa.com) and select “Career Opportunities”. Salary for this position will be commensurate with education and experience. Suffolk County residents preferred.
(The Authority shall not employ relatives of employees as defined to mean an employee's spouse, child, stepchild, stepparent or direct descendant of grandparents of the employee as defined in the New York State General Municipal Law 810.)