Operations Quality Assurance Call Quality Team Manager

Job Summary

A company is looking for a Call Quality Team Manager - Operations Quality Assurance.

Key Responsibilities:

• Develop and implement processes to achieve call quality assurance and ensure a complete customer experience and goals
• Lead and manage a team of associates, providing coaching, training, and motivation
• Collaborate with leadership and partner with other areas across the business to understand strategy and recommend process improvements

Required Qualifications:

• 2+ years of leadership experience or equivalent experience in an advanced role
• Ability to interpret data, analyze trends, and develop action plans based on patterns and trends
• Experience reviewing or auditing the quality of others' work
• Ability to develop people and build relationships
• Bachelor's or master's degree in fields related to business management or leadership preferred