Call Center Unit Manager - Quality Assurance, Duluth, GA

OVERVIEW/GENERAL DESCRIPTION  Plans, organizes, leads, controls and coordinates the day-to-day activities of associates involved in providing services in the areas of quality control.  The QA department is responsible for ensuring that proper processing procedures are being followed as outlined by each Client. This is accomplished by reviewing, tracking and monitoring the accuracy of the work processed by the Outsourcing Center. ESSENTIAL FUNCTIONS Participates in the development of short- and long- term goals and plans for his or her work group. Ensures associates have suitable workspace, equipment, reference material, and office supplies to effectively perform their job functions. Responsible for assisting with the development of associates on an individual basis, by identifying opportunities for improvement and advancement. Participates in the administration and monitoring of designated parts of an operational budget, which may include payroll tracking and managing staffing levels.  Communicates approved policies and procedures to work group and ensures compliance. Collaborates with Clients in creating and implementing policies and procedures changes as necessary. Effectively communicates with the Unit and Operations Managers so that they are informed of all necessary information regarding associates, homeowners, and client-implemented changes. Hires, develops, evaluates, and (when necessary) disciplines and terminates personnel or makes authoritatively recommendations in such matters.  Participates in developing functional-specific orientation and training programs for work group. Establishes standards for effective job performance and evaluates associates according to such standards.  Remains abreast of all procedural changes within the multi-client/functional environment and uses this knowledge when making decisions. Demonstrates the ability to coordinate the workflow in a multi-faceted environment. Ensures work is distributed appropriately and that goals are met on a daily, weekly, and monthly basis. Must maintain the accuracy of client performance reports. Coordinates the consistent and accurate application of client directed business rules with assistance and monitoring from Team Leads in the department. Resolves complex interpretations with other members of management and/or the client. Maintains a database sufficient to track the accuracy of each associate processing work in the Outsourcing Center. Ensures that all audit reporting is communicated efficiently.   Responsible for addressing audit disputes pertaining to discrepancies between the audit function and processing procedures. Maintains a database sufficient to track the production of the QA Auditors or multifunctional unit itself.  Works with other members of management and/or other essential associates to develop and implement process improvements that, when adopted, realize significant productivity gains or quality enhancements to the outsourcing process. May need to complete research or testing of new or existing technology designed to improve workflow. Maintains records related to work group performance, attendance, expenditures, etc. Prepares or assists in the preparation of related reports. May conduct or participate in the analyses and resolution of operational problems. Specific records/reports requirements include daily associate production reports, timesheets, annual reviews, and tracking of temporary associate performance. Participates on some committees and in programs for safety, fire prevention, disaster recovery, etc. Participates in special projects designed to complete specific tasks, or to gather specific information needed for determining special needs of the Center.KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED Associate's degree or equivalent work experience is required. Three years of management experience required.  Good customer service skills are required. Excellent verbal and written communication skills.  An understanding of Human resource policies and procedures.  Mortgage servicing or hazard insurance processing experience is preferred. Working knowledge of legacy servicing systems such as Fidelity or MortgageServ.  Knowledgeable in mortgage servicing and regulatory compliance procedures. Multi-client policies and procedures knowledge. MENTAL DEMANDSAbility to maintain concentration in the face of frequent interruptions Ability to work under deadlines to meet goals/standards Ability to think creatively Ability to solve problems Ability to work on multiple projects simultaneously Ability to make quick decisions based on incomplete information Ability to effectively manage a large multicultural, multi-client, diverse group Ability to analyze workflow and implement process improvements Ability to pay close attention to detail Ability to listen effectively Ability to impact and influence other functional departments. DISCLAIMER This description does not necessarily include every responsibility, requirement, skill, or working condition associated with the job. While this description is intended to accurately reflect the current job, management will review the job, as needed, and may require that different tasks be performed, depending on circumstances in the workplace.  Assurant Specialty Property businesses are leading providers of creditor-placed homeowners insurance, collateral protection programs and related outsourcing services. They develop, underwrite, market and administer specialty property and personal lines of insurance through collaborative relationships with leading home mortgage companies, manufactured home builders and dealers, auto finance companies, property management companies and managing general agents. Assurant Specialty Property serves clients and their customers in all 50 states and the District of Columbia. Assurant Specialty Property is part of Assurant, a premier provider of specialized insurance products and related services in North America and selected international markets. Its four key businesses - Assurant Solutions; Assurant Specialty Property; Assurant Health; and Assurant Employee Benefits - partner with clients who are leaders in their industries and who have built leadership positions in a number of specialty insurance market segments worldwide. Assurant, a Fortune 500 company and a member of the S&P 500, is traded on the New York Stock Exchange under the symbol AIZ. Assurant has over $25 billion in assets and $7 billion in annual revenue. www.assurant.com Additional Information Position Type: Full Time, Employee Ref Code: 15553 Email this job to a friend "At Assurant Solutions, we have the best team on the field. Our commitment to our core values and passion for what we do creates a productive, caring and rewarding environment. Our associates know that by working together, we can accomplish so much more … for our clients, our company and for each other." Craig Lemasters, President & CEO, Assurant Solutions