Call Quality Team Manager - Operations Quality Assurance

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care-and we bring those experiences with us to work in serving our millions of policyholders each day.
We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.
Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.
• Make it about others. We do what's best for our customers and collaborate to drive progress.
• Make it happen. We work with intention toward a common purpose and forge ways forward together.
• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE
Call Quality Team Manager- Operations Quality Assurance
POSITION LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.
YOUR ROLE
As an Operations team member, you'll play a crucial role in delivering world class customer service and capabilities to our policyholders-now and in the future. Genworth as an organization is transforming and with transformation comes the potential for constant change. As a Manager in Quality Assurance, you will lead associates that evaluate calls on our Long-Term Care (LTC) policies, which will involve understanding our contracts and making sound business decisions. You will support our culture by coaching, training, motivating, and valuing your staff through servant leadership. By developing and implementing programs to meet goals, understanding our products and customers, and providing suggestions for improvement, you will ensure the team operates at maximum efficiency. We believe in the power of strong leaders. Our leadership team operates with integrity to achieve outstanding results, inspire, and develop associates and calmly lead through innovation and change.
What you will be doing

• Ownership over the Call Quality (CQ) program for Operations by developing department goals and ensuring the CQ program is effective and consistently applied.
• Identify, recommend, and develop processes to achieve call Quality Assurance and ensure a complete customer experience and goals.
• You will confidently drive individual and team accountability through cultivating feedback, having crucial conversations, and excelling in performance management. As a result, your employees will know how to do their job well, why it matters and how they fit into the organizational strategy.
• As a passionate and energetic leader of 10-12 associates, you will care for yourself and your team by creating a positive work environment where you and your employees can be challenged and grow within the organization. Through transparent and authentic leadership, you will motivate your team by explaining the why, establish relationships that cultivate trust, and empower your employees to be their best.
• Clear and candid communication- is key. Listening to learn will be an essential behavior that enables you to ensure diverse perspectives, champion great ideas and successfully navigate through cross-site and cross-functional teams. Through your words and actions, you will cast a vision, to inspire and lead your team.
• You will collaborate with leadership and partner with other areas across the business (including offshore teams and leaders) to understand strategy, direction, tactical and strategic requirements and recommend process improvements which generate productivity and increase customer satisfaction.
• Utilizes data to maximize resource efficiency through scheduling & work allocation, monitoring past trends, utilizing knowledge of future events & understanding of capacity model data.
• The ability to generate and interpret data is important in this role. You will be responsible for reviewing trends and recommending intervention tactics for all Contact Center metrics including KPI's, service levels, inventories, controls, and risks.
• Manage and participate in corporate wide projects and initiatives to improve the customer and representative experience.
• Play an active role in weekly/ monthly/ quarterly forums with other Operation leaders to ensure appropriate feedback loops and process improvement opportunities are discussed and implemented.

What you bring

• 2+ years of leadership experience or equivalent experience in an advanced role that has provided you with the skills necessary to lead people.
• Ability to interpret data, analyze trends, and develop action plans based on patterns and trends.
• Experience reviewing or auditing the quality of others work.
• Exhibit flexibility, open to change, can quickly adapt and influence others when change is implemented.
• Possess a demonstrated ability to develop people and build relationships, understand that success is achieved not only through goals met but through developing strong, engaged employees.
• Experience cultivating feedback and having crucial conversations.
• Ability to interpret data, analyze trends, and develop action plans based on patterns and trends.
• Proficient in MS Word, Excel, Teams, and Power Point
• Experience participating in and/or leading projects as well as excellent communication and presentation skills.
• Bachelor's or master's degree in fields related to business management or leadership preferred
• Earned an insurance industry designation such as LOMA or AHIP preferred

Employee Benefits & Well-Being
Genworth employees make a difference in people's lives every day. We're committed to making a difference in our employees' lives.

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off - Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

ADDITIONAL
The base salary pay range for this role starts at a minimum rate of $56,500 up to the maximum of $104,800. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 7% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.