Lead the Quality Assurance team as an Operations Quality Standards Manager. Focus on enhancing customer experiences through a comprehensive quality assurance strategy and effective team coaching and development.
This pivotal role encompasses overseeing the quality program across customer contact channels to ensure alignment with corporate strategies. You will manage quality assurance efforts, develop performance scorecards, and conduct calibration sessions to maintain consistency in evaluations. Additionally, collaboration with multiple internal and external partners will be crucial in achieving quality outcomes.
Key Responsibilities:
• Own end-to-end Quality Assurance strategy
• Lead and develop a team of QA Analysts
• Manage QA delivery with internal and external partners
• Implement and maintain performance dashboards
• Drive quality improvements based on evaluation findings
Requirements:
• Bachelor’s degree in Quality Management or related field
• Minimum 5 years' experience in contact center operations
• Proven expertise in compliance frameworks
• Robust knowledge of QA technologies and analysis tools
• Experience with coaching and developing teams
Enhance operational quality through effective management strategies and a commitment to customer-centric service.
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