*Quality Seniors

Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education, OU CPM specializes in providing training, research, and consulting to enhance the efficiency and effectiveness of public sector agencies, staff, and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994.

If making a meaningful difference in public service excites you, OU CPM is where your passion meets purpose.

The Quality Senior will be responsible for reviewing and evaluating the quality of interactions between support specialists and customers. 

  Job Duties include:

• Listen to recorded customer interactions to evaluate and score against identified quality criteria.
• Researches, retrieves, and analyzes information.
• Performs research functions, analyze data, and provide service and support.
• Participate in calibration sessions to ensure consistency in evaluation criteria.
• Identify trends, patterns and areas for improvement based on analysis.
• Document and provide feedback on quality performance to support specialists as needed.
• Identifies discrepancies and resolve problems.
• Participate on work teams to develop project goals and support materials.
• Establishes and maintains professional internal and external relationships.
• Performs various duties as needed to successfully fulfill the function of the position.

Required Education: High School Diploma or GED, AND: 

• 18 months experience in analysis, project coordination, contact centers, or related experience.

Skills:

• Strong verbal and written communication skills to provide clear and constructive feedback to support specialists.
• Attention to detail to accurately assess the quality of customer interactions
• Ability to identify issues, analyze root causes, and recommend effective solutions for process improvement.
• Ability to collaborate with team members and supervisors to address quality related issues.
• Excellent listening skills to accurately assess customer interactions and provide relevant feedback.
• Ability to navigate computer systems and technologies 

Certifications:

• None

Advertised Physical Requirements:

• Ability to sit and talk for prolonged periods. Hand and finger dexterity. Engage in repetitive motion of he wrist, hand, and fingers.  Standard Office Environment.

Departmental Preferences:

• Familiarity with contact center technologies and quality monitoring tools.  

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing .

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.

 
Hiring contingent upon a Background Check?: Yes
Special Indications: None 
Job Posting
: Apr 15, 2024