Responsibilities
- Lead the full lifecycle management of returned mail and physical survey materials, including intake, sorting, scanning, data entry, and transformation into specified digital formats for client delivery.
- Supervise the accurate capture, verification, and formatting of survey responses into finalized electronic data files such as CSV or delimited formats prepared for customer use.
- Safeguard the physical integrity of confidential documents and ensure digital data protection and privacy throughout processing and storage.
- Direct quality control procedures to maintain high standards of data accuracy and consistency during conversion from paper to digital.
- Analyze document handling and data processing workflows to detect inefficiencies and apply corrective measures for improved throughput and performance.
- Enforce adherence to customer service level agreements, legal regulations, and internal security policies across all operations.
- Produce routine performance reports covering team output, processing volume, error frequency, and progress toward operational benchmarks.
- Act as the main point of contact for resolving escalated processing challenges or data discrepancies.
- Develop pricing estimates for new clients, conduct audits to verify cost alignment, and generate billing records based on processed volumes and agreed contract terms.
- Ensure team members properly operate all required hardware and software tools used in data conversion and workflow tracking.
- Coordinate with IT or technical support for system updates, issue resolution, and infrastructure improvements.
- Manage staffing activities including scheduling, performance evaluations, training programs, and career growth planning for team members.
- Track daily workloads and processing pipelines to meet turnaround deadlines and uphold productivity and quality standards.
Responsibilities
- Manage the end-to-end process for handling both returned mail and physical survey results; from physical receipt, sorting, and scanning, to data entry and conversion into required electronic formats for the end-customers.
- Oversee the capture, validation, and preparation of survey results, ensuring data is accurately converted and formatted into final electronic data files (e.g., CSV, delimited files) ready for end-customer delivery.
- Ensure the physical security of all sensitive documents and the electronic security and privacy of converted customer data.
- Oversee the quality assurance process to guarantee the accuracy and integrity of all data converted from physical documents.
- Identify bottlenecks and inefficiencies in document handling and data conversion workflows and implement solutions to optimize processes.
- Maintain strict compliance with all customer SLAs, regulatory requirements, and internal security protocols.
- Generate regular reports on team performance, productivity, mail/document volume, error rates, and progress toward operational goals.
- Serve as the primary escalation point for complex processing issues or discrepancies.
- Calculate and prepare new customer pricing proposals; perform pricing audits to ensure alignment with targets and overhead expenses; prepare invoicing documentation based on processed volumes and established contract rates.
- Ensure the team effectively utilizes all necessary equipment and software systems required for data conversion and workflow management.
- Collaborate with IT or technical support teams on system maintenance, troubleshooting, and upgrades.
- Supervise a team of associates, including scheduling, performance management, training, and professional development.
- Monitor team workload and workflow to ensure timely processing and achievement of productivity and quality targets.
