Call Center Business Operations Manager

Title: QCC Manager (Quality, Control, Change)

Location: West Des Moines, IA

Type: Direct Hire

Pay: $120,000

Job Description:

The Quality, Control, and Change (QCC) Manager leads the QCC team focusing on four distinct areas.

• Incorporate change into current business processes and systems focusing on efficiency, regulatory compliance, and adherence to our clients' policies. Change is constant in a highly regulated industry and is driven by new regulations, environmental changes, new products, new clients, technological changes, etc.
• Successfully transition implemented changes into day-to-day business operations. This includes communication and documentation of change to the business unit and other stakeholders.
• Maintain risk registers and automated control to guarantee compliance and adherence.
• Manage a group of quality assurance professionals to complete manual review of processes and activities where control automation isn't possible.

Responsibilities:

• Manage a team responsible for quality, control, and change in business operations including the following business functions inbound/outbound Contact Center, Account Services Processing, Loan Originations, and Loan Conversions.
  • Supervise quality, control and change analysts and work activities.
    1. Create and maintain expectations for the change analysts and operational analysts to ensure communication throughout the change process, validation of change requests, and test confirmation of change.
    2. Confirm that documentation, procedures, artifacts, control reports, etc. are in place for the handoff from change to day-to-day operations.
    3. Assign resources to different change initiatives including the regulatory change requests, system change requests/projects, onboarding change requests, etc.
    4. Maintain business operations procedures with an emphasis on making them usable by all stakeholders. Procedure update processes need to include regulatory rules and other reasons for the change, sufficient revision monitoring, and ease of navigation.
    5. Update Business Continuity plans when change introduces systems or processes updates.
    6. Performance monitoring and evaluations of team members.
• Maintain business process quality in conjunction with the business operations management team.
  • Actively review and participate in the Compliance Initiated Change Requests.
  • Establish and oversee a Business Initiated Change Request process for the following business functions - inbound/outbound Contact Center, Account Services Processing, Loan Originations, and Loan Conversions.
  • Develop and maintain risk registers for each business unit that includes risks and mitigations such as automated controls and manual quality assurance.
  • Set consistent expectations related to quality assurance of agent activities and for issue reporting. This includes trend analysis to determine areas of additional training, controls, and quality assurance.
  • Update Business Continuity Plans as necessary change requests are implemented.
• Develop, review, and maintain control reports.
• Standardize control report technology and delivery for the business operations.
• Ensure consistency and coverage of control reports for existing processes and updated processes facilitated by the QCC team. Reports should identify issues created through manual processing, system changes, etc. This position will require both report development and report review.

Required Skills:

• Bachelor's Degree or equivalent years of education and work experience.
• Strong analytical mind to quickly evaluate information from multiple sources, reconcile conflicting information and translate high-level information into detail.
• Creative thinking to effectively and efficiently identify requirements to solve complex problems.
• Express ideas clearly and accurately via written and verbal communications as appropriate for target audience.
• Developing a vision and managing towards expectations to meet that vision.
• Strong technical aptitude and organizational skills to manage multiple tasks and deadlines.
• Experience in organizational change such as business analysis or project management.
• Supervisory experience including hiring, setting expectations, reviewing team member output and providing feedback.
• A strong understanding of corporate and regulatory risk as well as the ability to mitigate risk with automated and manual controls. The ability to create control reports from data in Microsoft SQL and Postgres databases utilizing either MS SQL or SAS.

Bonus Skills:

• Experience with loan origination systems

Welcome to ConsultNet and the family of companies, Tekne, SaltClick, TechBridge, and OmniMedia. As a premier national provider of technology talent and solutions, our expertise spans across project services, contract-to-hire, direct placement, and managed services both onshore and nearshore.

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