Sr. Manager, Quality & Process Improvment (QPI)

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Customer Service/Call Center
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H8600235 Requisition #
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    • Job Summary:

      Manages Customer Service quality and processes to ensure that performance management and quality improvement programs are developed and managed using a data-driven focus that sets priorities for improvements to reduce costs and improve customer experience.  Assures that QPI initiatives are focused on improving operational and process efficiencies and effectiveness; participates in Customer Service strategic planning and provides leadership for Standard Operating Procedure (SOP) development.  Leads technology integrations for all CS department functions including training and implementation.

       

      Duties and Responsibilities:

      ·         Builds, directs, manages, and ensures implementation and effectiveness of the Customer Service department’s Quality and Process Improvement System through innovative performance management and improvement processes that leads to a positive and measurable impact on customer service operations cost and customer experience.  This requires coordinating with internal department’s performance and quality initiatives to ensure alignment and optimal use of resources across department.  

      ·         Responsible for monitoring and reporting systems that report the status of quality and performance improvement efforts and impacts. Provide ad hoc reports as required/needed.

      ·         Builds, directs, manages, and ensures implementation and effectiveness of the Customer Service department’s Quality and Process Improvement System.

      ·         Implements a performance management and improvement process that leads to a positive and measurable impact on customer service operations cost and customer experience.  Also coordinates with internal department’s performance and quality initiatives to ensure alignment and optimal use of resources across department.

      ·         Researches and designs appropriate department-wide and business specific performance and quality training.  Trains and certifies in-house QPI trainers.  

      ·         Increases the performance management and quality improvement capacity of the department in order to ensure budget and performance goals are effectively and efficiently met.

      ·         Establishes a continuous quality and performance improvement effort as well as monitoring and reporting system. Regularly reports the status of quality and performance improvement efforts and impacts.  

      ·         Collaborates with STS teams, NSO Senior Staff, and CS leadership on the design of the information technology infrastructure required to support the department performance and quality improvement system.

      ·         Ensures needed data is collected on a timely basis, regular reports on progress are distributed, and makes recommendations for future improvements based on the data.

      ·         Participates in national networks of performance improvement professionals, sharing best practices, tools and materials while participating in ongoing communication activities; and capacity-building peer exchanges within the NSO and NYO.

      ·         Directs and manages WorkForce Optimization (WFO) team to ensure all service level agreements are met. Balance workload of contacts; inbound/outbound calls, white mail orders, chat, SMS text, customer email and correspondence. Oversee scheduling of agents, time off requests, hiring forecast, layoff, etc.  

      ·         Conducts weekly and/or monthly budget analysis meetings with senior management. Acts as a liaison between the finance and customer service departments.    

      ·         Set strategy in conjunction with senior management and direct performance of Workforce Optimization, Process Improvement, Quality, Telecom (vendor management), and Reporting teams.

      ·         Performs other duties as assigned.

       

Requirements: 
  • Five or more years of experience in customer service management or operations/quality management, SOP development and oversight experience.
  • Bachelor's degree in business or related field, preferred.
  • Lean Six Sigma training and/or advanced degree in process improvement or MBA, preferred .
  • Knowledge of Scholastic Line of Business (LOB) products, services and functions, preferred.
  • Strong communications skills (both written and oral).
  • Innovative thinker with creative data-driven process analysis and improvement focus.
  • Experience overseeing a team of processes improvement and training staff.
  • Experience preparing, reviewing, updating and indexing SOPs.
  • Ability to generate and interpret statistical data and evaluate research studies (internal and external) to optimize employee and customer experience.
  • Ability to prepare comprehensive reports related to process improvement, value mapping and design.
  • Overall knowledge of Scholastic customers and engagement channels. 
  • This position is located in Jefferson City, MO. 
  • We offer a benefit package with medical coverage beginning the first day.  Also eligible for life/dental/vision insurance, along with 401K, tuition reimbursement, on site employee book store, café, medical clinic and more.

 

Equal Employment Opportunity

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran.


Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination. To view the full EOE policy, click here.

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