Job Summary
A digital delivery service operating company is in need of a Remote VoC Quality Management Senior Manager.
Core Responsibilities of this position include:
- Leading the CX quality management function consisting of VoC Quality Assurance, Customer Intelligence and Knowledge
- Defining CTQs and leverage statistical methods to understand process potential and reduce variation
- Developing a service-experience and loyalty monitoring framework that documents and monitors performance
Position Requirements Include:
- 8+ years of Quality Assurance experience in an inbound operating environment
- 6+ years of Manager, Sr. Manager and or Director level QA and/or lean process improvement leadership experience
- 3+ years of start-up experience
- Bachelor's Degree
- Customer Journey Mapping
- Process/value stream mapping
