Quality and Workforce Management Analyst
Job Title:
Quality and Workforce Management Analyst...
Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders has approximately 1000+ employees supporting clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.
Summary
The Quality and Workforce Management Analyst works as a full-time remote employee of Zeiders Enterprises, Inc. and provides staff support for multiple locations where Zeiders provides services under Military One Source Spouse Education and Career Opportunities Program. The Quality and Workforce Analyst ensures that the performance standards of the contract are met.
Zeiders' approach to quality management quantifies programmatic effects-based outcomes, correlating coaching outcomes with return on investments, and providing programmatic assessment data to support the program management needs. This role also ensures that all contract services meet and exceed contract expectations and all contract services are of superior quality and making a positive impact on military spouses and their families.
In support of the Workforce Management team, this position will effectively use a combination of workforce scheduling software and real-time queue management software. The Quality and Workforce Management Analyst acts as a liaison between contact center supervisors, operations analysts, and the Workforce Manager to address intraday queue management, process scheduling requests, monitor workforce schedule adherence, and produce Workforce Management related reports for the contact center.
Essential Duties and Responsibilities
Serves as a subject matter expert on contract quality issues and maintains the Quality Management Plan that supports the contract objectives.
Conducts quality monitoring on all contact modalities to ensure that all policies are followed as outlined by the contract and makes recommendations towards process improvement.
Reports on Acceptable Quality Levels (AQLs) for all contract requirements and contract operations.
Designs and implements quality improvement studies including selection of valid and reliable indicators and coordinates monitoring and evaluation activities.
Analyzes data and makes recommendations for program and or process improvements.
Actively participates in intradepartmental quality management improvement teams as appointed.
Researches and makes recommendations on quality-related best practices and industry standards for providing services.
Monitors quality improvements in services and implements quality performance measures as required.
Assists in developing and implementing contract performance measurements critical to the contract and customer satisfaction.
Consults with managers and supervisors to identify and resolve problems that arise with staffing and program executions.
Assists with coordinating customer satisfaction improvement activities.
Communicates significant findings, including potential risk management issues.
Ensures that contract requirements are met and compliance maintained.
Attends meetings with Government Program Representatives as requested.
Provides scheduling support, tracks adherence, and understands key operating metrics.
Assists in monitoring and managing real-time service delivery performance through queue management and real-time adherence applications.
Monitors daily service levels, productivity, and adherence, taking proactive measures to meet call volume demands by adjusting work activities as needed.
Provides guidance and technical support for contact center supervisors and operations analysts.
Monitors the Workforce Management department inbox, answering general inquiries and processing intraday schedule adjustment requests.
Participates in the Business Continuity and Recovery Plan (BCRP) by coordinating efforts with contact center leadership to ensure call volumes are handled to the maximum extent with limited resources, such as when system accessibility or significant agent staffing challenges occur.
Required Education and/or Experience Qualifications
Master's degree in Social Work, Education, Psychology, Business, Management or other relevant human services-related field; OR Bachelor's degree and four (4) years related experience.
Two (2) years' experience in social service program administration/management.
Two (2) years personnel management/staff supervision
Familiarity with government contracting processes.
Experience developing, managing, and/or monitoring contract quality initiatives; specifically in the form of customer feedback, operation performance, personnel performance, etc.
Knowledge of contact center
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