Manager - Contact Centre Operations Quality

Job summary

Lead the Quality Assurance team to deliver exceptional customer experiences across all contact channels and interaction types. Own the end-to-end QA strategy, manage BPO partners, and implement AI-enabled quality evaluation governance.

Job details

Lead the Quality Assurance team to deliver exceptional customer experiences across all contact channels and interaction types. Own the end-to-end QA strategy, manage BPO partners, and implement AI-enabled quality evaluation governance. Requires a Bachelor's degree and at least 5 years of experience in contact center operations and quality assurance management. Must have expertise in managing multi-channel quality programs, vendor governance, and AI-driven scoring tools.

What you’ll do

Lead the Quality Assurance team to deliver exceptional customer experiences across all contact channels and interaction types. Own the end-to-end QA strategy, manage BPO partners, and implement AI-enabled quality evaluation governance.

Requirements

Requires a Bachelor's degree and at least 5 years of experience in contact center operations and quality assurance management. Must have expertise in managing multi-channel quality programs, vendor governance, and AI-driven scoring tools.

Listed skills

• Quality assurance · Preferred
• Data analysis · Preferred
• People leadership · Preferred
• Root Cause Analysis · Preferred
• Process Improvement · Preferred
• Lean · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Quality Assurance
• Contact Center Operations
• Customer Experience Management
• People Leadership
• Vendor Management
• AI Quality Evaluation
• Data Analysis
• Process Improvement
• Compliance Governance
• Performance Dashboarding
• Calibration
• Root Cause Analysis
• Six Sigma
• Lean
• CRM
• Speech and Text Analytics

Job areas

• Management & Leadership
• Customer Service & Support
• Energy
• Data & Analytics
• Consulting

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