Description We are seeking a Quality Control Manager to join our team in the Public Sector industry, located in INDIANAPOLIS, Indiana, 46204-2422, United States. The Quality Control Manager will be responsible for providing consistent coaching and training to improve call/contact center leadership, morale, and performance. They will also manage and develop the team of up to 10, ensuring consistency across all levels and departments of the organization regarding call quality expectations. This is a contract role. This can be fully remote.Responsibilities: Provide ongoing mentoring, coaching, and training to enhance call center leadership, morale, and performance Maintain and improve consistency among all levels and departments of the organization regarding contact quality expectations Foster a positive team relationship by being supportive, visible, and easily accessible Manage, hire, motivate, coach, develop and retain team members Establish and monitor production standards and adherence to policies Resolve production challenges in an urgent, deliberate manner Gather and proactively share best practices to help improve the performance of each team member and the overall call center call quality Identify opportunities for process improvements within the call center operations.Requirements The candidate must possess a degree in a related field such as Public Administration, Business Management, or Quality Control. Proven experience in a quality control management role, preferably within the public sector. Demonstrable knowledge of quality control systems and standards. Excellent organizational and leadership skills. Proficiency in MS Office and data analysis software. Exceptional communication and interpersonal skills. Ability to handle multiple tasks and prioritize effectively. Capable of working independently and collaboratively with a team. Strong analytical and problem-solving skills. Prior experience within a call center environment would be advantageous. Familiarity with public sector policies and regulations. High attention to detail and a focus on fact-based decision making. Flexibility to adapt to changing regulations and work environments. Commitment to continuous learning and professional development. Understanding of process improvement techniques. Ability to maintain confidentiality and act with discretion and integrity. Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .
