"Quality Senior"

Organization

OU - Ctr for Public Mgmt

Job Location

Oklahoma

Work Schedule

8:00 am - 5:00 pm, Monday - Friday, some flexibility within 7:00 am - 6:00 pm

Work Type

Hybrid

Salary Range

Targeted salary: $18.00 - $18.50 hourly, based on experience

Benefits Provided

Yes

Required Attachments

Resume, Cover Letter

Job Description

Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education, OU CPM specializes in providing training, research, and consulting to enhance the efficiency and effectiveness of public sector agencies, staff, and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994.

If making a meaningful difference in public service excites you, OU CPM is where your passion meets purpose.

The Quality Senior will be responsible for reviewing and evaluating the quality of interactions between support specialists and customers.

Job Duties include

• Listen to recorded customer interactions to evaluate and score against identified quality criteria.
• Researches, retrieves, and analyzes information.
• Performs research functions, analyze data, and provide service and support.
• Participate in calibration sessions to ensure consistency in evaluation criteria.
• Identify trends, patterns and areas for improvement based on analysis.
• Document and provide feedback on quality performance to support specialists as needed.
• Identifies discrepancies and resolve problems.
• Participate on work teams to develop project goals and support materials.
• Establishes and maintains professional internal and external relationships.
• Researches information using specialized database. Maintains accurate call tracking information through the database.
• Maintains level of knowledge and skill needed to complete complicated or heated contact center transactions.
• Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures.
• Performs various duties as needed to successfully fulfill the function of the position.

Job Requirements

Required Education and Experience

High School Diploma or GED, AND:

• 24 months experience in a call center or front-line customer service

Skills

• Proficient using a computer and telephone
• Detail orientated for accuracy of data and information
• Ability to build rapport
• Customer service skills
• Strong initiative to solve problems
• Strong verbal and written communication skills to provide clear and constructive feedback to support specialists.
• Attention to detail to accurately assess the quality of customer interactions
• Ability to identify issues, analyze root causes, and recommend effective solutions for process improvement.
• Ability to collaborate with team members and supervisors to address quality related issues.
• Excellent listening skills to accurately assess customer interactions and provide relevant feedback.
• Ability to navigate computer systems and technologies

Certifications

None

Working Conditions

Physical

Sit prolonged periods. Communicate effectively and listen. Engage in repetitive motion. Use of computer and telephone.

Environmental

Standard office environment.

Departmental Preferences

• Familiarity with contact center technologies and quality monitoring tools.

Special Instructions

If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

Hiring contingent upon a Background Check?

Yes

Job Posting

Feb 24, 2026