Quality Assurance Manager, Call Center

Who We Are

At WSP, we are driven by inspiring future-ready pioneers to innovate. We’re looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure. This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!

This Opportunity

WSP is currently initiating a search for a Full-Time Quality Assurance Manager, Call Center (QAM). This position will be based out of our Orange/Costa Mesa CA Offices.

Primary responsibilities of the Quality Assurance Manager (QAM) include leading 405 Express Lane team to meet all project requirements related to quality and providing assurance to the Authority that the Work of the WSP team is in accordance with the Quality Management Plan (QMP). The QAM ensures consistent quality during the Operations and Maintenance Phase per the QMP. Oversees development, implementation, and ongoing management of the QMP and all other quality related documentation. The QAM will directly supervise the quality team in the performance of their daily duties for the project as outlined in the Standard Operating Procedures.

Your Impact

• Develop, implement, and maintain quality processes, procedures and approaches outlined in the QMP.
• Monitor and track quality actions as a goal towards continuous improvement on the project.
• Provide a quality assurance review of deliverables and to provide comments to the originator prior to submittal to the Authority.
• Review operational and performance measure/KPI reports generated on the project that are used to monitor and track overall quality and adherence to the QMP on a daily, weekly, monthly, etc. basis.
• Develop, update, and maintain the QMP.
• Perform audits identified for the project.
• Train personnel on the implementation of the QMP as it directly relates to their job duties.
• Attend all relevant project meetings and meetings with the Authority.
• Develop and maintain quality related reports.
• Analyze data relevant to all aspects of the overall project performance and to provide information to the management team on lessons learned that can lead to continuous improvement.
• Ensure the quality team is properly staffed and trained.
• Evaluate quality staff performance; provide direction and guidance as appropriate.
• Participate on the Change Control Board as part of Configuration Management for the BOS.
• Review Customer Satisfaction Surveys and develop strategies for continuous improvement.
• Perform surveillances on the BOS and CSC Operations on a regular basis.
• Ensure all quality records are tracked and properly stored per the project requirements.

Who You Are

Required Qualifications

• Bachelor’s degree or higher education from an accredited college or university.
• Five-to-seven (5-7) years of experience as Quality Assurance Manager.
• Specialized training and/or certification in quality management.
• Strong written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Ability to work independently and under strict deadlines.
• Ability to maintain confidentiality and discretion properly.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Should possess an above average skill ability and knowledge of PC computers.
• The ability to develop, create, and utilize spreadsheet software (Microsoft Excel) and word processing software (Microsoft Word) on a daily basis.
• The individual should possess the skills and ability to learn and utilize new software products as introduced by the organization.
• Ability to read and comprehend complex instructions, correspondence, and memos.
• Ability to write correspondence and staff memos.
• Ability to effectively present information in one-on-one situations to clients and other employees of the organization.
• Ability to read, analyze, and interpret common project reports and documents.
• Ability to effectively present information to management and public groups.
• Must be able to pass background and drug screenings.
• Ability to achieve and maintain departmental performance standards.

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
• Must be able to lift, carry, walk, and stand.
• Vision for reading, recording, and interpreting information.
• Frequent speech communication, hearing and listening to maintain communication.
• Daily use of computer and keyboard, standard office equipment and telephone.
• Ability to access, input, and retrieve information from the computer.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
• Noise level in the work environment is quiet to moderate.

Preferred Qualifications

• Experience in financial transaction customer services in tolling, transit or similar government call center operations preferred.

WSP Benefits:
WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Expected Salary: $74,900 - $148,500

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

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Additional Requirements

• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Additional Details

• Travel Required: 10%
• Job Status: Regular
• Employee Type: Full
• Primary Location: COSTA MESA - SCENIC AVE
• All locations: US-CA-Costa Mesa

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper. www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.