Temporary Service Quality Assurance Supervisor-Census - Bilingua

Description Vangent is a leading global provider of Consulting, Systems Integration, Human Capital Management and Business Process Outsourcing services to government, commercial, education, and healthcare organizations. Vangent is a diverse, prosperous and rewarding place to work, where our employees are provided with competitive benefits, educational assistance and career growth opportunities. Every employee is valued for their talents and contributions, and takes pride in doing work that shapes the impact of services to our customers, aiding in the overall success of the company. Vangent is an Equal Opportunity Employer M/F/V/D.Responsibilities-Supports the site SQA manager in all call monitoring activities.-Supervises the SQA monitors, ensures productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals-Assists with scheduling SQA monitors and assigning work-Ensures standards for quality call monitoring are adhered to at the site level. -Assists with or conducts training to keep team updated on changes that may occur in information or procedures-May participate in interviews and recommend hiring of SQA  staff-Adheres to and enforces all SQA processes; -Provides each SQA Monitor feedback about the accuracy and effectiveness of the call monitors completed.  -Coaches for improved SQA monitor performance.-Maintains an accurate supervisor coaching log and delivers corrective disciplinary action as appropriate.-Performs general supervisory duties to include attendance tracking, approving timesheets, etc. -Identifies and documents any quality issues that arise within daily operations and escalates them to the quality manager, as appropriate. -Conducts call evaluations when additional resources are needed to meet the daily SQA monitoring quotas. -Actively participates in calibration sessions. -Data harvesting and miscellaneous administrative support duties. -Champions quality across the site.

Requirements -Fluent in English and Spanish (written and spoken)Bachelor's degree preferred, High School diploma or GED required-Familiarity with quality call monitoring processes and tools required, one or more years experience preferred-Minimum of six months supervisory or management experience, preferably one or more years experience in a call center environment-Demonstrated customer service, leadership and team interaction skills are required-Ability to communicate effectively both verbally and in writing.-May be required to work off-shift as necessary, to include weekends-Detail oriented-Ability to work in multi-task environment-Ability to prioritize and organize work-Security Clearance required--position contingent on ability to obtain moderate risk security clearance~CB~