Document Quality Center Supervisor

Job Summary:

The Document Quality Center Supervisor will be responsible for supervising the day-to-day workload of Document Quality Center team members, disseminating, maintaining, and tracking the flow of incoming administrative requests. The Document Quality Center Supervisor will work primarily in our ticketing system.

Job Duties:

Document Management, Quality Assurance and Compliance

• Monitors, records, organizes, coordinates incoming document requests in the ticketing system and team inbox
• Reviews assignments to ensure tickets are completed in a timely manner, addresses issues, and provides feedback to the Manager(s) and RISE utilization when applicable
• Assists as needed to review/proof work of others, process, revise, format documents
• Prints and assembles digital documentation in accordance with BDO standards
• Complies with all Firm policies, standards, and client procedures
• Maintains reporting to identify key measurement factors to effectively allow for planning of current and future staffing needs

Client & Team Collaboration

• Supports and maintains strong working relationships with Document Quality Center leadership to drive operational excellence and improve user satisfaction
• Interacts with internal clients to obtain necessary information, documents, and data to complete assigned tasks
• Supports the development and maintenance of team shared workspaces, including training materials, process documentation, key contacts, links, and common responses
• Defines and leads continuous performance improvement initiatives (service, quality & efficiency)
• Makes in-person visits to local home office to foster relationships with administrative peers and professional stakeholders
• Gathers insights into end-user experiences, identifying friction points, and exploring opportunities to enhance our Document Quality Center services
• Communicates and collaborates effectively with various stakeholders to drive improvements and ensure alignment with organizational goals

Other duties as required

Supervisory Responsibilities:

• Assists with training team members on all relevant reporting, software, resources, and processes
• Provides performance feedback, as appropriate, to team members and Managers
• May provide supervisory support to an assigned centralized administrative support ticket(s)

Qualifications, Knowledge, Skills and Abilities:

Education:

• High school diploma or equivalent, required
• Associate degree, preferred

Experience:

• Two (2) or more years of experience in a supervisory role, required
• Three (3) or more years of experience as a word processor and/or proofreader, required
• Scheduling and professional services experience, preferred

License(s)/Certification(s):

• N/A

Software:

• Advanced MS Office Suite experience, required
• Scheduling and ticketing software experience, required; ServiceNow experience, preferred

Other Knowledge, Skills & Abilities:

• Typing 50 WPM
• Business terminology/acumen
• Ability to work in a deadline driven environment and handle multiple projects/tasks with an attention to detail
• Ability to successfully multi-task while working in coordination with other professionals
• Able to understand and maintain the confidentiality of all information
• Able to relate with diverse personalities in a tactful and mature manner
• Ability to respond tactfully and professionally in high demand situations
• Capacity to take ownership of work and complete tasks in a timely manner
• Ability to prioritize and meet both client and departmental demands with minimal supervision
• Capable of following procedures and communicating issues and status to multiple managers
• Ability to efficiently process data using strong technology skills

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.

National Range: $75,000 - $85,000
Maryland Range: $75,000 - $85,000
NYC/Long Island/Westchester Range: $75,000 - $85,000