Senior Quality Insights Manager

Job Summary

A company is looking for a Senior Quality Insights Manager.

Key Responsibilities

• Translate quality data into actionable business narratives
• Identify trends and areas of opportunity within customer interactions
• Partner with various departments to implement experience and process improvements

Required Qualifications

• 3-5+ years in CX operations, quality management, or program leadership
• Experience synthesizing data into actionable insights
• High fluency with contact center metrics (CSAT, NPS, QA scores)
• Strong facilitation and executive storytelling skills
• Familiarity with AI-powered QA tools and sentiment analytics