Associate Manager - Customer Experience - Quality
Associate Manager - Customer Experience - Quality
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Salary Not Disclosed
1 Vacancy
Job Description
The Quality Associate Manager is responsible for overseeing quality assurance processes to ensure compliance with company standards and customer satisfaction. This role involves leading a team of Quality Analysts analyzing performance data identifying areas for improvement and implementing quality initiatives that enhance service excellence. The position requires a proactive leader with a keen eye for detail strong analytical skills and the ability to drive continuous improvement.
Key Responsibilities:
Team Leadership & Development:
- Supervise mentor and develop a team of Quality Analysts providing guidance and feedback to enhance their performance.
- Conduct regular coaching sessions and performance reviews.
- Foster a culture of continuous improvement and accountability.
Quality Monitoring & Improvement:
- Oversee the quality assurance process for customer interactions (calls chats emails etc..
- Ensure compliance with quality standards policies and regulatory requirements.
- Analyze QA data to identify trends root causes and improvement opportunities.
- Collaborate with Training and Operations teams to implement corrective action plans.
Reporting & Analytics:
- Generate and present quality performance reports to leadership.
- Use datadriven insights to recommend process improvements and training initiatives.
- Monitor KPIs and ensure alignment with business objectives.
Process Optimization & Compliance:
- Assist in the development and refinement of quality guidelines and scorecards.
- Drive initiatives to enhance customer experience and operational efficiency.
- Ensure adherence to compliance security and regulatory guidelines.
Qualifications :
Qualifications & Skills:
- Bachelors degree in Business Quality Management or a related field (or equivalent experience).
- 3 years of experience in quality assurance with at least 1 year in a leadership role.
- Strong knowledge of quality frameworks call center operations and customer experience best practices.
- Proficiency in data analysis tools and reporting software (Excel Power BI etc..
- Excellent communication coaching and leadership skills.
- Ability to work crossfunctionally and drive quality improvement initiatives.
Additional Information :
Preferred Qualifications:
- Experience with Sutherland as a Quality Analyst and supported the travel account.
- Familiarity with Six Sigma COPC or other quality methodologies.
- Knowledge of Vikings Sabre GDS.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
