Description

Position Title: Program Manager, Quality Assurance
Location: Oklahoma City or Tulsa, OK
Supervisor: Program Director, Summer EBT
Status: Full Time, Exempt
Salary Range: $61,000 to $73,000, commensurate with experience 

OVERVIEW 
Hunger Free Oklahoma is seeking a full-time Program Manager, Quality Assurance (QA) to ensure HFO maintains the highest standard of customer service for our hotline programming. An ideal candidate will have extensive call center and quality assurance experience, strong communication, and a background in training and/or adult learning. They prioritize excellent customer service, teamwork, and data driven decision making. 

WHO WE ARE 
Hunger Free Oklahoma is a statewide nonprofit established to leverage the power of collaboration to solve hunger in Oklahoma by improving systems, policies, and practices, facilitating public/private partnerships, and providing backbone support to existing organizations addressing hunger.   

WHAT YOU’LL BE DOING 
The Quality Assurance Program Manager will support the mission of Hunger Free Oklahoma by leading the development, implementation, and administration of a quality assurance and data audit program that includes quality assurance, resource development, and training.   

This position reports directly to the Summer EBT Program Director. The role will evolve over time, but the core of your work will be:

• Quality Assurance: In partnership with the Hotline Program Manager and Summer EBT Program Director, develop a quality assurance program that ensures timely issue resolution and staff development while balancing time and cost; conduct Quality Assurance including reviewing and scoring calls, maintaining QA database, and drafting feedback; work with hotline leadership to provide feedback and coaching to customer service agents.
• Data Audit and Integrity: Work with appropriate teams to identify necessary data audits; establish and implement an audit program; work with relevant staff to conduct audits and address data integrity issues; ensure data collected is complete and accurate.
• Training and Resource Development: Collect learnings from QA and data audit and update scripting, FAQs, and training to address performance or data entry deficiencies; maintain and update agent and staff resources to reflect most current processes; develop agent and staff training for core customer service functions and update as needed; lead agent training in coordination with hotline and Summer EBT staff.

KEYS TO SUCCESS
To be successful in this job, you will have strong written and verbal communication skills, be proficient in MS Office Suite, and excel in the areas described below. A background in project management, community development, and/or customer service is a plus but not required.

• Passionate Engager: You embrace and promote HFO’s mission and values and can communicate to a broad audience how hunger impacts their work to get them excited about addressing it.
• Committed Learner: You are committed to curiosity and continually learning new skills and knowledge. You are self-motivated to expand your skills, knowledge, and abilities.
• Strategic and Innovative Thinker: You can reason and solve problems, manage partner expectations, and recognize strategic opportunities for systems change.
• Goal Oriented: You have a history of setting and accomplishing ambitious goals and moving barriers to achieve your desired outcomes. You meet your goals because you think ahead, plan, and work collaboratively.
• Collaborator: You understand the importance of working with internal and external partners to achieve a common goal. You are an active listener, have high emotional intelligence, and respect other collaborators’ diverse needs, experiences, and perspectives. You can find points of collaboration even when there are competing interests. 
• Relationship Builder: You develop and maintain strong working relationships and can communicate and foster a sense of partnership with diverse partners and program participants of diverse races, ethnicities, incomes, and experiences. People who work with you comment on your quality and timely customer service and problem-solving approach. 
• Community Advocate and Inclusive Problem Solver: You are a community advocate and inclusive problem solver, demonstrating a deep understanding of diverse community needs and perspectives, and amplifying underrepresented voices in decision-making. You're passionate about creating positive change and addressing community challenges in ways that work for everyone. 

WHAT ELSE YOU SHOULD KNOW 
Hunger Free Oklahoma is an equal opportunity employer and does not discriminate on the basis of race, color, religion (creed), gender, age, national origin (ancestry), disability, marital status, sexual orientation, military status, or any other basis made unlawful by applicable federal, state, or local laws or regulations.  

This position is full-time and based in Oklahoma City or Tulsa, Oklahoma. This role requires the ability to independently travel to sites across the state for up to 25% of working time and may require occasional evening and weekend work to support events and programming. This position requires the ability to perform medium physical effort consisting of occasionally handling, lifting, or moving objects 20-30 pounds for handling resources and supplies, and to sit or stand to complete office-oriented work an average of 8 hours a day. 

Benefits:  

Hunger Free Oklahoma benefits include the following insurance: medical, dental, short-term disability, and life; 401K contribution (no match requirement); competitive paid time off; and eligible for annual cost of living increase and annual merit salary increases. Additional insurance is available at employee expense: vision, accident, and additional life. Hunger Free Oklahoma offers partial coverage of medical insurance premium for qualified dependents.  

Hunger Free Oklahoma offers the benefit of a hybrid work schedule. This office-based position will offer up to 3 days a week for remote work. Participating in the hybrid work schedule requires access to reliable internet and a dedicated workspace at home. Hunger Free Oklahoma provides the equipment.  

In order to be considered for this position, you must upload a resume and cover letter. Please include applicant name in the file name.  

For more information about Hunger Free Oklahoma, and to apply, visit https://www.hungerfreeok.org/about/staff/join-the-team/ 

Requirements

WHO YOU ARE 
To qualify for this job, you will: 

• High school diploma or equivalent and have 8 or more years of relevant experience; OR 8 years in a combination of post-secondary education or training and relevant work experience 
• Possess excellent communication and interpersonal skills 
• Be able to understand and convey complex concepts effectively
• Be proficient in MS Office Suite, including demonstrated skills in excel
• Have strong organizational and analytical skills and pay close and accurate attention to details
  Call center management and/or quality assurance experience
• Skilled in data analysis and/or project management (preferred)