*Quality Senior

Posted: Tuesday, 24 February 2026
Valid Thru: Thursday, 26 March 2026
Index Requested on: 02/24/2026 20:09:02
Indexed on: 02/24/2026 20:09:02

Location: Norman, OK, 73019, US

Industry: Education
Occupational Category: 43-0000.00 - Office and Administrative Support
Type of Employment: FULL_TIME

University of Oklahoma is hiring!

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.

Responsibilities:

Please review the job description.

Educational requirements:

  • high school

Desired Skills:

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.

Why You Belong at the University of Oklahoma: The University of Oklahoma values our community's unique talents, perspectives, and experiences. At OU, we aspire to harness our innovation, creativity, and collaboration for the advancement of people everywhere. You Belong Here!

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/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.

Benefits:

Please see the job description for benefits.

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