CTC Quality Assurance Coordinator

 

 

Summary

The Central Technology Center (CTC) CTC Quality Assurance Coordinator plays a crucial role in overseeing the operations of the CTC, working closely with CTC Operators and reporting to the CTC Manager. As the CTC QA Coordinator, you will be responsible for managing your assigned shift, ensuring compliance with Qualifying Agent (QA) standards, tracking and handling operators' licenses, and providing support to the CTC Operators when needed.

Essential Duties and Responsibilities

• Supervise and manage the assigned shift within the Central Technology Center, ensuring smooth operations and adherence to established procedures.
• Work closely with CTC Operators, providing guidance, support, and addressing their questions and concerns.
• Monitor and track operators' licenses, ensuring they hold a current Qualifying Agent (QA) license for the CTC.
• Handle the administrative tasks related to operators' licenses, including renewals, updates, and maintaining accurate records.
• Ensure compliance with regulatory requirements and quality assurance standards within the CTC, conducting periodic audits and inspections.
• Collaborate with the CTC Manager and other supervisors to develop and implement strategies for process improvement and operational efficiency.
• Assist in training and onboarding new CTC Operators, ensuring they receive proper guidance and support.
• Be available on-call bi-weekly to address operators' questions, concerns, and handle any shift call-offs or emergencies 
• Foster a positive and inclusive work environment, promoting teamwork, effective communication, and a culture of continuous improvement.
• Keep up to date with industry trends, technologies, and best practices relevant to the CTC operations, and recommend enhancements when necessary.
• Conducts video investigations when requested by Operations or clients.
• Compiles and delivers a variety of reports to the necessary parties. 
• Performs other security-related functions as directed by management and the clients.
• Access to WinTeam Schedules to adjust, submit PTO, and update the absent Tracker.
• Routine meetings with the Director and Manager.
• Responsive external conversations with the client.
• Addresses any billing and payroll issues that may arise;
• Compiles and delivers a variety of reports to the necessary parties; 
• Performs other security-related functions as directed by management and the clients.
• Handles Licenses and license tracking.
• Making sure CTC complies with QA

Supervisory Responsibilities

This job supervises CTC Operators, investigates video requests from clients, and runs reports on performance and alarm handling. Training new Operators. This job is subject to the supervision of CTC Operators and Training. Keeping track of Alarm Handling licenses and ensuring compliance. 

Competency
To perform the job successfully, an individual should demonstrate the following competencies (minimum of 5):

• Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics. 
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. 
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - speaks very clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Diversity- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity, Promotes a harassment- free environment; builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports the organization’s goals and values; Benefits the organization through outside activities; Supports affirmative action and respects diversity.
• Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgement; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. 
• Professionalism – Tactfully approaches others; Reacts well under pressure. Treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; Follows through on commitments. 
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; adapts to new product introduction, emergent business needs, and business evolution.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. Goal and detail-oriented. 

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent. Additional relevant certifications or vocational training are a plus. Previous experience in a supervisory role, preferably in a technology-centered or operations environment.
• Strong leadership skills with the ability to motivate and guide a team effectively.
• Knowledge of Qualifying Agent standards and processes, preferably with experience in maintaining compliance. 
• Familiarity with Central Technology Center operations and the responsibilities of CTC Operators.
• Excellent organizational and time management abilities, capable of prioritizing tasks and meeting deadlines.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
• Detail-oriented mindset with the ability to maintain accurate records and track licenses effectively. • Problem-solving aptitude and the ability to make sound decisions under pressure
• Flexibility to work different shifts as required, including First, Second, and Third.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos using the English language. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations, respond to questions from groups of managers, clients, customers, other employees of the organization and the general public. Bilingual is a plus.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

Ability to type at least 45 wpm. Proficient in Microsoft Windows 10 and Microsoft Office Products, including Outlook.

Certificates, Licenses, Registrations

Current/valid state driver’s license

Other Qualifications

Ability to pass a drug screen and criminal background check.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, the ability to adjust focus, and the ability to see and distinguish basic colors.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Other Tasks

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

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