Skip Navigation
Search

Quality Assurance Manager - Basking Ridge, New Jersey

Overview

As a member of the corporate team, you’ll focus on enhancing the relationship with our clients as we provide outstanding business solution services. Within departments like Accounting & Finance, Human Resources, and Engineering, Conduent is actively staffing all teams with roles like Recovery Analyst, Client Services Specialist, and Senior Management Consultant. At Conduent, we give our employees the opportunity to further develop their career skills with the intention of growing them into leaders within the organization.

  • Full Time
  • Experienced
  • Professional Development Opportunities

Back to Job Navigation (Overview)

Success Profile

What will make you successful at Conduent?
Check out the traits we’re looking for and see if you have the right mix.

  • Adaptable 9
  • Detail-Oriented 9
  • Multi-Tasker 8
  • Strategic 10
  • Expressive Presenter 6
  • Conceptual 4
Traits are on a scale of 1 to 10

Addtional Traits

  • Insightful
  • Organized
  • Consistent
  • Efficient
  • Focused
  • Logical
  • Responsible
  • Versatile

Back to Job Navigation (Success)

Rewards

  • Healthcare

    Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location.

  • Balance

    Maintaining a work/life balance is the key to success.

  • Collaboration

    Department learning opportunities and company-wide digital knowledge share.

  • Compensation

    Competitive salaries.

  • Family Support

    Additional resources to support employees with families.

  • Professional Development

    Conduent offers programs to help advance the careers of our employees.

Back to Job Navigation (Rewards)

Responsibilities

Description

Quality Assurance Manager - Basking Ridge, New Jersey


Overview






As a member of the corporate team, you’ll focus on enhancing the relationship with our clients as we provide outstanding business solution services. Within departments like Accounting & Finance, Human Resources, and Engineering, Conduent is actively staffing all teams with roles like Recovery Analyst, Client Services Specialist, and Senior Management Consultant. At Conduent, we give our employees the opportunity to further develop their career skills with the intention of growing them into leaders within the organization.


  • Full Time


  • Experienced

  • Professional Development Opportunities


Responsibilities


Description


General Objective
:

The QA Manager oversees the quality monitoring, coaching and development of all representatives.
Manages the Quality Development team to ensure that quality guidelines and client and program
specifications and requirements are being adhered to.


Primary Job Responsibilities
:
• Responsible for the day to day management of the Quality Monitoring Program.
• Develops and delivers quality initiatives.
• Develop and implement best practices/processes
• Set and drive quality monitoring metrics of quality staff.
• Drive representative performance through tracking and trending of quality data.
• Maintains quality control standards through monitoring of calls.
• Responsible for driving/delivering adherence to client quality standards.
• Provide remedial coaching and feedback to representatives.


• Evaluate adverse events production processes for compliance with quality requirements
• Identify processes, situations, etc., where organization is meeting requirements, as well as identifying opportunities for improvement
• Record and report adverse event audit results daily to Management.


• Inform Management of adverse event audit findings for remediation/coaching.
• Ensure team adheres to Adverse Event reporting timelines.
• Identify adverse event reporting needs for metrics, client requests, and management insights.
• Develop/implement performance development plans for representatives.
• Communicate quality escalations to appropriate personnel.
• Schedule and conduct both internal and external calibration sessions.
• Lead and motivate team members to perform necessary activities toward meeting goals.
• Act as a front line leader and mentor to team members.
• Provide support service to the Training Department as needed.
• Adhere to all company policies and guidelines.
• Other duties as assigned.



Qualifications:

• A minimum of 3-5 years working in a call center environment preferred.

• Previous experience in a management/supervisory role required.

• 3-5 years previous quality development and/or training experience.

• Excellent verbal and written communication and listening skills.

• Strong problem identification, analytical skills, and problem solving

• Strong attention to detail and time management skills.

• Good interpersonal and rapport building skills.

• Strong computer and keyboarding abilities with basic knowledge of Microsoft Office including Word, Excel,

Outlook

• Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously.




Education:

• Bachelor’s degree preferred. 


Locations: Basking Ridge, NJ or Chesapeake, VA

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more atwww.conduent.com.




Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.

Apply

The Conduent difference

We’re the world’s largest business process services company — and we’re modernizing the constituent experience.

Learn More

Industries

We improve moments in millions of lives in a variety of industry sectors.

Learn More

Innovations

We celebrate new ideas and turn them into unique customer value.

Learn More

Sign up for Job Alerts

Join our Talent Network and get Conduent news and job alerts delivered to your inbox.

Interested InSearch for a category, location, or category/location pair, select a term from the suggestions, and click "Add."

  • Quality Assurance, Basking Ridge, New Jersey, United StatesRemove