Quality Assurance Manager

Are you a proven leader passionate about driving exceptional customer experiences and developing high-performing teams? We are seeking a dedicated and analytical Senior Customer Experience Manager to oversee our CE Team Leads, maintain high Customer Experience (CE) standards, and drive operational excellence. This role is critical in shaping our service quality, managing client relationships, and supporting a large frontline workforce (over 1000 FTEs).

Key Responsibilities:

• Team Leadership & Development: Oversee CE Team Leads, providing consistent coaching, creating customized development plans, and reinforcing team strengths. Properly document progress and development.
• Operational Excellence: Actively participate in internal and external meetings (WBR, MBR, QBR, YBR, etc.) to analyze trends, drive process innovation, and provide recommendations for quality improvements.
• Client & S...