Assistant Manager - Customer service

Job Summary

Position Summary: Establish and direct the quality assurance (QA) activities

General Position Information

Reports directly to (Title): Manager, CSO Domestic QA

Matrix reports to (Title): AVP

Direct Reports: People Manager

Responsibilities

• Assist manager in reaching team goals and objectives.
• Coach and Motivate staff to reach individual and team goals.
• Perform quality reviews including review with staff. Submit reviews to Manager for review and approval.
• Monitor and analyzes daily performance of staff for productivity, time utilization, quality of work, and customer service.
• Monitor time attendance of Quality Assurance team members and approval.
• Provide feedback on routine disciplinary matters and conduct disciplinary sessions with team members.
• Assist manager in screening, interviewing, training and evaluating new and existing employees.
• Assist manager in conducting weekly staff meetings
• Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement"
• Assist Manager in monthly and quarterly reporting of quality metrics to operational leadership
• Attend Privacy and Security Training as required by the HIPAA Awareness Program and comply with all guidelines, policies and procedures to assure sensitive or confidential information is protected in accordance with the HIPAA rules and regulations
• Lead the team in supporting Parallon policy and goals, while maintaining a positive, professional attitude
• Escalate performance numbers/information to senior management on a bi-weekly and monthly basis
• Coordinates with other teams/departments to ensure policies are enforced
• Act as a resource on projects.
• Adheres to and supports organizational ITS standards, policies, and procedures.
• Adheres to Code of Conduct.
• Performs other duties as assigned.

Education Experience

• Bachelor's degree (or equivalent) and at least 4 years of professional experience.
• Equivalent work experience may substitute.
• Minimum one-year supervisory experience preferred.
• At least two years' quality experience required.

Must Have Skills

• Ability to interpret policies and procedures
• Attention to detail
• Ability to give clear instructions and expectations
• Provide constructive actionable feedback
• Ability to tailor communication to given audience
• Ability to handle conflict calmly and professionally
• Customer service/problem resolution experience
• Proficiency in English written and verbal communication
• Ability to present audit results professionally
• Experience working with multiple systems
• Strong organizational and time management skills
• Ability to work independently and collaboratively

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.