Senior Quality Manager

Job Summary

A company is looking for a Senior Quality Program Manager to lead quality initiatives related to dispute handling.

Key Responsibilities

• Own and enhance the quality program for dispute handling, ensuring audit accuracy and performance metrics
• Provide insights and reporting on QA operational performance, identifying areas for improvement
• Collaborate with stakeholders to drive continuous improvement and represent quality performance to leadership

Required Qualifications

• Experience with Quality Management Systems and regulatory requirements for dispute handling
• Background in dispute operations or dispute QA
• Familiarity with speech analytics platforms and multi-channel QA scorecard design
• Proven track record of delivering data-focused continuous improvement
• Experience in a fast-growing, global contact center environment