BPO QA Manager/Customer Experience Manager

Duties and Responsibilities:

1. Oversees call center quality assurance programs.

2. Establishes standards governing customer interactions, implements screening programs to monitor those
interactions, and designs training programs that correct found issues.

3. Drive strategic vision across multiple locations and programs to align and drive a unified customer
experience and efficient Quality Assurance process (including sharing best
practice across business units).

4. Primary champion and executor of quality and service excellence in addition to business process
improvements that enhance the customer experience

5. Drive changes to increase customer satisfaction, efficiency, and increase agent success rates

6. Demonstrate deep understanding of business goals, identify performance gaps, and recommend
efficient solutions

7. Provide leadership and structure to a high performing Quality team to accomplish service quality
objectives

8. Execute programs and demonstrate leadership that enhances employee job satisfaction, support
employee retention, productivity, profitability, and customer satisfaction (including rewards and recognition)

9. Implement, oversee and maintain the quality management platform, including ensuring timely system
upgrades and enhancement requirements

10. Base quality control programs on department goals and metrics from quality monitoring data, training
data and customer satisfaction surveys

11. Make independent operational decisions as necessary to align with department objectives

12. Maintain high service quality by collaborating with the Operations business owners to assess
performance data and develop action plans to address findings and issues identified

13. Address performance management issues as they are identified and administer performance reviews

14. Utilize Employee Survey results to enhance job satisfaction and employee retention