Quality Senior

Job Title

Quality Senior (260342)

260342

OU - Center for Public Management (OU CPM) within the College of Continuing Education

Location not specified; hybrid (remote and on-site)

Full‑time, 8:00 a.m. – 5:00 p.m., Monday‑Friday, with flexibility between 7:00 a.m. and 6:00 p.m.; hybrid (remote and on‑site)

Targeted salary: $18.00 – $18.50 per hour, based on experience

Included

Resume, Cover Letter

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. Our focus is on enhancing the efficiency of public sector agencies through training, research, and consulting, 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.

• Listen to recorded customer interactions to evaluate and score against identified quality criteria.
• Research, retrieve, and analyze information.
• Perform 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.
• Identify discrepancies and resolve problems.
• Participate on work teams to develop project goals and support materials.
• Establish and maintain professional internal and external relationships.
• Research information using specialized database and maintain accurate call‑tracking information through the database.
• Maintain level of knowledge and skill needed to complete complicated or heated contact‑center transactions.
• Participate in initial and ongoing training to maintain knowledge of contact‑center and agency policies and procedures.
• Perform various duties as needed to successfully fulfill the function of the position.

Required Education and Experience
:
High School Diploma or GED, and at least 24 months in a call center or front‑line customer service role.

Skills
:

• Proficient using a computer and telephone.
• Detail oriented 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 selected, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit (Use the "Apply for this Job" box below)..

Equal Employment Opportunity Statement
:
The University, in compliance with all applicable federal and state laws and regulations, does not discriminate on the basis of race, color, national origin, sex, sexual orientation, marital status, genetic information, gender identity or expression (consistent with applicable law), age (40 or older), religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures.

This includes but is not limited to admissions, employment, housing, financial aid, and educational services.

Hiring contingent upon a Background Check:
Yes.

Special Indications:
None.

Posted:
Feb 24, 2026