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Peckham Inc. - Technical Support Desk Quality Assurance Supervisor

POSITION SUMMARY

The Contact Center Solutions Technical Support Desk Quality Supervisor is responsible for overseeing the Quality Team goals and objectives, measurements, and day to day activities in order to facilitate a World Class experience for our customers.

MAIN DUTIES AND RESPONSIBILITIES

+ Create and maintain processes for Quality Assurance Team Member to conduct call ticket reviews for ticket documentation quality and proper call handling, opportunities to improve resolvability at the technical support desk, and data mining for problem trend identification.

+ Perform root cause analysis for quality issues and recommend solutions

+ Create reports to identify and track trends in Quality Scores

+ Define, measure, and report on Quality Key Performance Indicators

+ Collaborate with Operational Leadership to foster continuous improvement and lead performance improvement initiatives for achievement of KPI’s

+ Supervise the quality team members by helping with training and development, coaching, counseling, and performance management

+ Lead and motivate team members by inspiring, motivating, and guiding towards accomplishments

+ Develops work instructions for quality processes

+ Maintain and update QA guidelines and ensure that it is accessible to all team members and staff

OTHER DUTIES AND RESPONSIBILITIES

+ Participates in both short term and long-term project and specialty teams

+ Works with Human Services staff and key internal and external stakeholders

+ Records data to assist with analysis and tracking of project plans

+ Utilizes SharePoint for the publishing and storage of Quality documents

+ Assists in maintaining organization wide quality standards.

+ Take customer phone calls if needed and submit associated tickets as required

+ Coach supervisors in the QA process as a Master Coach

+ Support Operations as requested

+ Promote Peckham’s vision, value, culture, and commitment to excellent customer services to all team members, staff, customers and stakeholders

+ Maintain a safe and clean work environment

+ Other duties as assigned​

SUPERVISORY RESPONSIBILITIES

+ This position supervises employees with disabilities and barriers to employment.

MINIMUM QUALIFICATIONS

+ A minimum of 6 months of supervisory experience

+ At least 6 months of experience working in an IT Service Desk environment

+ Ability to travel between Michigan-based locations as needed

+ Must be a U.S. Citizen (required to obtain and maintain Federal Security Clearance)

+ Ability to successfully pass and maintain both Federal and State security background checks

PREFERRED QUALIFICATIONS

+ Associate’s degree or higher in Computer Technology or a closely related field

+ Demonstrated experience in quality assurance and helpdesk operations leadership

+ Previous experience in a quality assurance role

+ Strong verbal and written communication skills

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

+ Click HERE (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you

+ Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you

+ Email us at [email protected]

+ Call us at (517) 316-4000

+ Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line:

Contact Center Solutions

Location:

Lansing, MI

Worker Sub-Type:

Staff Member