Service Quality Manager

Job Summary

Focused on enabling service excellence and customer satisfaction, the full-time remote Service Quality Manager will manage service performance, resolve issues, and ensure compliance with Service Maintenance Agreements for multimillion-dollar clients.

Key Responsibilities

• Serve as the primary escalation point for service-related issues and coordinate timely resolutions with internal resources
• Review aging service cases daily to identify risks and improve case closure against SLA targets
• Perform ongoing SLA analysis and reporting for internal and external stakeholders

Required Qualifications

• High school diploma or equivalent
• 5+ years of experience in operations with a focus on improving client satisfaction
• Experience working with cross-functional teams
• Strong analytical and problem-solving skills
• Ability to build and maintain productive relationships with various stakeholders