Call Center Quality Assurance Manager

Job Summary

A company is looking for a Call Center Quality Assurance Manager (Remote in West Coast USA).

Key Responsibilities

• Maintain and improve a robust call center quality audit program
• Oversee day-to-day operations of quality assurance and compliance management within a voice-based call center
• Collaborate with operational teams to achieve Client Service Level Agreements (SLAs) and drive accountability

Required Qualifications

• Minimum of five (5) years of experience in managing call center quality control programs
• Experience leading and influencing large scopes of work in a highly matrixed environment
• Working knowledge of two or more healthcare business domains
• Expertise in data analytics and statistical methodologies
• Demonstrated strategic initiative with operating policies and work process improvements