MMCC CALL CENTER QUALITY ASSURANCE MANAGER

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DHMH, Maryland Medical Cannabis Commission (MMCC), Linthicum, MD

Under the general direction of the IT Director, the Quality Assurance Manager (QAM) will be responsible for monitoring call center performance quality in support of departmental goals and initiatives. The QAM will oversee the Quality Assurance Specialists (QAS) and evaluate both verbal and written interactions by the Quality staff. The QAM will work directly with the IT Director to approve quality monitoring formats and establish quality standards in conjunction with the Program objectives. Additionally, the QAM will develop and deliver regular reports on performance, trends, and other actionable insights to the IT Director and client stakeholders.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Oversee all Quality Assurance activities conducted by the call center Quality Assurance Specialists.

• Reports trends and findings to IT Director and client account stakeholders.

• Monitors performance quality of the QAS, call center representatives and vendor partners.

• Coaches, counsels and sets goals for QAS team to aid in career progression.

• Monitors interactions and the execution of support requests for, policy adherence, and call handling standards.

• Translates and oversees organizational strategies for assigned goals.

• Evaluates and develops departmental quality monitoring templates, establishes quality standards and quality monitoring technology.

• Participates in regular calibration meetings with QA Analysts, Operations, and Training Leadership to ensure consistent delivery of services.

• Proactively identifies trends based on quality evaluations and provides program operations leadership with regular performance feedback.

• Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Continuously researches new technologies and methodologies in call center QA monitoring and presents this research to IT Director.

Qualified candidates will possess:

• Bachelor's degree or greater (education, general business, health sciences, managed healthcare, public policy or related disciplines are preferred)
• Operational policies and processes.
• A minimum of 5 years related work experience conducting quality evaluations and call monitoring in an inbound or outbound call center environment.

Candidates should also possess the following:

• Ability to multitask and manage multiple parallel projects: 5 years
• Fostering proactive quality improvements: 5 years
• Previous experience in other functions within the pharmaceutical, biotech or related industry: 5 years
• Analytical thinking and problem solving: 5 years
• Understanding of project management fundamentals: 5 years
• Process improvement and analyzing divergent information: 5 years

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Exceptional listening, written and analytical skills.
• Proficient in Word, Excel, and PowerPoint for presentation and report development.
• Strong knowledge of customer care processes and techniques.
• Excellent leadership, communication, and interpersonal skills.
• Flexible, detailed, and able to successfully adapt to change.
• Complies with all laws, regulations, and policies that govern MMCC activities related to the call center.
• Proven track record of meeting or exceeding goals and objectives.

• Experience developing quality monitoring formats and standards.
• Experience evaluating screen and voice recordings using a QA software or tool.
• Previous experience in other functions within the pharmaceutical, biotech or related industry is preferred, e.g., case management, customer service & operations, etc.

This is a special appointment recruitment.  A resume must accompany your application.

Applicants who meet the minimum qualifications will be evaluated.  The evaluation may be a rating of your application based on your education, training and experience as they relate to the requirements of the position.  Therefore, it is essential that you provide complete and accurate information on your application.  Please report all related education, experience, dates and hours of work.  For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must accompany the application.  All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date.  Applicants certified to list will receive eligibility for a period of one (1) year.  Eligibility may be extended beyond one (1) year period.

Online applications are highly recommended, however the paper application may be submitted to DHMH, Recruitment and Selection Division, 201 W. Preston St., Room 114-B, Baltimore, MD 21201.  The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted.

Incorrect application forms will not be accepted.

If you need to submit additional information, the preferred method is to upload.  If unable to upload, please fax requested information only to 410-333-5689.

Should additional information regarding this recruitment be required, please contact the DHMH Recruitment and Selection Division at 410-767-1251 or via email at dhmh.jobs@maryland.gov. 

Appropriate accommodations for individuals with disabilities are available upon request by calling: (410) 767-1251 or MD TTY Relay Service 1-800-735-2258.

STATE OF MARYLAND BENEFITS

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.

People with disabilities and bilingual candidates are encouraged to apply. 

We thank our Veterans for their service to our country.

The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.