Quality Systems Administrator

Department:

Quality Solutions

Location:

TBD

Job Purpose

The Quality Systems Administrator is responsible for the development, deployment, support, troubleshooting, and upgrades to CARE Service Quality applications. This requires technical and operational understanding of the Quality Management System.

This person should be familiar with call routing concepts as well as how Quality Solutions systems interface with the various systems and platforms utilized across CARE. This individual will be responsible for systems administration and implementing advanced technology solutions, namely CARE’s Quality Management Platform.

The candidate requires experience with Verint, Qualtrics, NICE, or similar call center Quality applications with administration experience with both Mac OS and PC Operating Systems.

The position, on occasion may be required to work during evenings and weekends to respond to critical system problems.

Organizational Chart

Meet the Expert

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Job Description

Roles and Responsibilities

40% System(s) Management

Maintains system health
Monitors overall performance of the Quality Management System (voice, screen recording, email, chat, back-office, query building and user personas) to ensure adherence to Vista CARE Service Quality standards.
Supervise, communicate, and report on required system capabilities and updates to maximize adoption and usability
Propagates a “customer obsessed” approach to maintaining Service Quality standards
Understand the implementation of Vista Service Quality best practices, process, and platform requirements to drive overall performance across Quality and VOC key metrics
Continually refines and develops team/project/site/product reports of trends, observations, and insights to ensure frontline and support understanding is aligned with destination JDCV
Perpetually pursue the automation of Quality processes, call and defect driver analysis and business insights to ensure CARE Operations performs at parity to global interaction standards
Work with the Level Ai engineering team to assist in the automation of predictive performance measures and provides required interventions, innovation, and initiatives to support Quality Solutions and VOC
Works with Level Ai, other vendors, and internal stakeholders on finetuning system infrastructure and capabilities
Accurately mines evaluation information from quality and analytics platforms to provide relevant management information (MI) to stakeholders
Identifies best practices and reports them to Quality Leadership
Supports and maintains all communication to sites and stakeholders as requested
Perform accurate diagnosis of escalated digital and non-digital issues and fix them at the first contact
Ensures all targets for evaluation quota, performance trajectories, ageing evaluations, coaching deployment, and flight plans are monitored and achieved

30% Ticketing and Governance

Promotes and environment for continuous improvement, high department operational rigor and reinforces Vista behaviors
Oversees tickets management through the CARE InTake process to handle work orders, requests and/or escalations from end users management, information technology and engineering teams
Provides ongoing review of the user experience to encourage, motivate and improve user adoption and usability
Work adjacently with Product Technology team to maintain integration upkeep with the necessary systems such as AWS Connect, Salesforce, etc.
Develops and maintains process governance of all system administration activity requests/tickets, initiatives, and projects
Randomly inspects user profiles to ensure the correct access control is being maintained
Supports New Hire Training (NHT) and employee orientation by ensuring team pyramids and reporting lines are kept updated
Initiates, monitors and analyzes Quality Solution Corrective Action requests
Identify trending and analysis of areas improvement leading to improved process and/or customer experience
Provide feedback to CARE operations and ensure that CARE Quality Solutions is consistently updated on new issues, resolution progress and workarounds
Looks for ways to innovate and automate providing an intuitive user and business experience for CARE
Works with stakeholders to maintain non-trouble production support (upgrades, installations, administration)

10% Customer Service and Stakeholder Satisfaction

Effectively maintains communication to stakeholders and actively ensures site Service Delivery components are updated
Supports launch operations and coordinates technical and operational launch resources
Attends daily or weekly briefings for procedural/product/service training
Attends Delivery briefings with Level Ai to ensure knowledge of infrastructure changes
Attends calibration sessions - internal, site, and standard setting sessions (intra-site) to innovate and assist in calibration gap reduction
Actively tracks consistency of evaluation quotas for Quality Resources in support to achieving maximum evaluation coverage
Actively participates in departmental goals and ensures implementation of processes
Provides clear and concise feedback in documentation to ensure clear understanding
Suggests improvements for customer interaction procedures and monitoring methods
Supports up Quality training for all users as applicable
Coaches and educates junior and middle management on the quality process, policies and standards
Assists the Quality Director in assessments to ensure compliance with the requirements of the process according to standards set by regulators, legal and privacy teams
Provide operations feedback and provides Guidance to reduce/eradicate process gaps and other opportunities
Provides monitoring and support to CARE Operations flight planning and execution
Aids in the streamlining of Evaluation Disputes in alignment to the Quality Dispute Process

10% Departmental Support & Administration

Contributes to the refinement and evolution of the Service Quality eco-system
Use appropriate systems and resources to draft fixes/workarounds for reported issues
Acts as a Subject matter Expert (SME) on Quality eco-system technology
May be assigned to special projects as requested Site Senior Leadership
Promotes teamwork within the department and throughout the site
Perform additional duties as requested by Continuous Improvement Leadership
General system administrative duties

10% Project Management

Supervises and ensures all system and project performance metrics and requirements are met and/or exceeded
Complete special projects as needed
Creates Project/Site reports on trends and observations
Monitors and analyzes CARE operations flight plans are effectively tracked and initiates the required interventions needed to maintain performance trajectories

Preferred Skills and Qualifications

Mandatory

Bachelor's Degree, or equivalent preferred or equivalent work-related experience
At least five - ten (10) years’ experience working in a BPO/TPO/ICT environment
Experience with Quality systems such as Verint, Qualtrics, Nice and quality recording products required.
Experience with deploying and implementing quality systems solutions
Experience with suite Workforce Management and routing concepts
Understanding dynamic recording schedules and the effect on the servers
Experience with an environment utilizing multiple QA solutions at the same time
Understanding of SQL and other micro-computing applications programming
Demonstrates a “customer obsessed” approach to work and demonstrates a positive “nothing is impossible” attitude
Solid experience using a myriad of tools: Internet browsers, MS Office, CRM, ERPs, social and mobility platforms etc.
Can listen to and understand customer needs
Focus on critical work details, proofread material quickly and accurately and complete tasks efficiently and effectively
Excellent verbal, written, listening, attention to detail, and interpersonal skills.
Must be able to interact effectively with all levels of employees and departments.
Must have outstanding English and business discourse - both oral and written

Essential

Demonstrated ability to multi-task and prioritize workload requirements
A truly customer-centric mindset and the unreserved desire to inspire customer loyalty and to deliver service excellence
Demonstrates strong EQ/EI to handle difficult situations, problem-solve and find creative resolution
Proven ability to work independently and deliver results within defined timeframes
Experience with training and/or coaching is a must
Knowledge and experience in analysis preferred
Data entry and proofreading skills required
Must be able to objectively measure and document intercultural customer interactions and identify any customer satisfaction issues with language/cultural or other issues
Ability to articulate, interact and understand customer needs and expectations
Ability and/or experience in handling and maintaining confidential information
Ability to quickly adapt in a dynamic and fast-paced environment
Demonstrate high degree of integrity
Identify areas of development and opportunities to improve processes
Able to concentrate on tasks on a consistent basis and maintains strong operational rigor
Able to apply concepts based on law, contracts, company policy, and/or procedure
Exposure to behavioral science and engineering concepts preferred (but not mandatory)