Call Quality Manager

Job Summary

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

Key Responsibilities

• Oversee the Call Quality program, developing goals and ensuring effectiveness
• Identify and implement processes to enhance call quality and customer experience
• Drive accountability and performance management through feedback and communication

Required Qualifications

• 2+ years of leadership experience or equivalent in an operational role
• Proven ability to influence change and manage difficult conversations
• Experience in implementing processes and cultural change initiatives
• Ability to interpret data and analyze trends for action planning
• Proficient in MS Word, Excel, Teams, and PowerPoint