Quality Management Specialist (Call Center) - Spanish Speaking

Posting DetailsPosition InformationFunctional TitleQuality Management Specialist (Call Center) - Spanish SpeakingRecruitment Category TypeStandardFunctional CategoryCustomer ServiceGradeGS.14FLSA StatusExemptRequisition Number26-0226Number of Vacancies1Job LevelNon-ManagementJob CodeN/AJob Description SummaryOrganization NamePerformance & ProductivityReports toSection Manager, Customer Service Training and Quality ManagementFull or Part TimeFull TimeIf Part Time how many hours per weekRegular or TemporaryRegularPosition End Date (if temporary)Work ScheduleMonday to Friday 8:00 a.m. to 5:00 p.m.Position LocationLaurelPosition Summary InformationGeneral SummaryThe Quality Management Specialist is responsible for designing/updating, monitoring, reporting and maintaining the customer service division's quality management program. This position is responsible for collaborating with the appropriate staff and partners to drive continuous improvement in the customer service division.Essential FunctionsDesigns, updates and/or maintains the quality monitoring program evaluating the quality of services provided across the customer service department's functionsDevelops, updates and/or maintains the department's quality management (QM) policies & proceduresConducts internal audits to measure and assure adherence to established quality assurance standardsAnalyzes trends and recommends enhancements to support short and long-term changes in business needsAssists with the development and adoption of metrics for the functional areasMonitors, evaluates and certifies staff on the quality of call handling and other channel/functions based on established standards, procedures, and requirementsCreates, maintains and leads training in quality management (QM) processes and standards for all levels of staff and vendorsCultivates and disseminates knowledge of quality management best practicesIdentifies individual quality and productivity performance issues requiring refresher training and/or specialized coachingLeads calibration sessions and other quality related meetings to ensure equity-based assessments, provide quality updates, training, etc.Produces standard and ad hoc reports such as performance detailed statistical analysis, graphs, charts, etc. at an individual, division, section and department levelServes as liaison between the customer service department and other WSSC Water departments to stay abreast of activities and events that may impact qualityDesigns and/or implement strategic initiatives to maintain high quality outcomesWorks with training staff and supervisors to address training needs resulting from quality monitoring and/or through other performance assessment methodologies/toolsOther FunctionsServe as the lead for quality initiatives across the departmentServes as subject matter expert on system's implementation/enhancements projectsMay manage support staff/internsProvides input, content and/or facilitates sessions to enhance staff training programsParticipates in meetings and on teams to help continuously enhance staff skill and operational performance that result in world-class customer experiencesAssists with and/or provides back up support to workforce management staffParticipates in employee engagement initiativesPerforms other related duties as requiredWork Environment And Physical DemandsWork is performed in a business casual office environment.Required Knowledge, Skills, And AbilitiesDemonstrated understanding of quality assurance methods, techniques, and technology tools in a contract center environmentStrong quantitative, analytical and technical aptitude skillsWell versed in best practices in the quality management field such as data-driven quality management tools and techniques and customer satisfaction life-cycleAbility to analyze statistics and use statistical applications to make recommendations for improvementsAbility to proactively find and define problems, understand business impact, identify solutions and make/implement recommendations for corrective actionProficient in importing data for use in report software, spreadsheets, graphs, and flow chartsProficient in using Microsoft applications; Excel, PowerPoint and WordAbility to analyze and organize complex information and assimilate new information and ideas quicklyAbility to work in a high-volume/fast-paced environment, multi-task, meet multiple deadlines and handle pressure with tact and poiseKnowledge of contact center quality management and training in a multi-channel environmentAbility to be innovative and creative, and work collaboratively, independently, establish priorities and demonstrate good judgmentExcellent verbal and written skills to effectively, accurately and concisely convey thoughts and concepts, and tailor information to target audiencesExcellent interpersonal and relationship building skills within a diverse environmentMinimum Education, Experience RequirementsBachelor's degree in statistics, business or a related field4+ years' experience in a senior analyst quality management role1 year experience using quality monitoring softwareAbility to communicate in Spanish with Spanish-speaking customers and stakeholdersORHigh school diploma or equivalent8+ years' experience in a senior analyst quality management role1+ year experience using quality monitoring softwareAbility to communicate in Spanish with Spanish-speaking customers and stakeholdersAdditional RequirementsAdditional years experience preferred.PreferencesSupervisory experienceExperience working with legacy and/or cloud based systems such as CSIS, MMIS, PPIS, GIS, CC&B, Issue Trakr, Customer Connect, etc.Quality management and/or Training experience in a contact center environmentSalary$84,214 - $145-095Posting Detail InformationEEO StatementClose Date05/26/2026Open Until FilledNoSpecial Instructions to ApplicantsAdditional InformationAll applicants selected will be subject to drug screening and a background check/verification.