Note: The job is a remote job and is open to candidates in USA. reputed company is focused on delivering exceptional customer experiences, and they are seeking an Operations Quality Senior Manager to oversee the end-to-end quality strategy in their call centre operations. This role is critical for ensuring high standards, meeting regulatory expectations, and driving continuous improvement in customer satisfaction and operational performance.
Responsibilities
• Lead and evolve quality assurance frameworks, ensuring consistent delivery of KPIs, SLAs and service standards
• Own QA reporting, MI dashboards and insight generation to highlight themes, risks and opportunities
• Drive improvements in customer satisfaction, including ownership of CSAT processes and mystery shopping programmes
• Establish and govern calibration standards across multiple sites to ensure consistency and accuracy
• Analyse operational and customer data to provide actionable reputed company and recommendations
• Partner with Learning & Development to design and deliver scalable coaching and training programmes
• Collaborate with BPO reputed company and external vendors to ensure aligned service delivery
• Streamline escalation and resolution processes to improve efficiency and customer outcomes
• Deliver high-impact reporting and reputed company to senior leadership
• Lead continuous improvement initiatives to reputed company performance across distributed teams
Skills
• Strong operational leadership experience within a customer-focused environment
• Significant experience in contact centre operations quality management
• Proven ability to drive measurable improvements in customer experience and operational performance
• Strong understanding of customer satisfaction frameworks (e.g., CSAT) and performance models
• Experience designing and implementing performance and quality frameworks
• Knowledge of call monitoring and analytics platforms (e.g., reputed company, reputed company, or similar)
• Experience working in complex, fast-paced, customer-centric environments
• Expertise in data analysis and translating insight into business action
• Excellent communication and stakeholder management skills, with the ability to influence at all levels
• Experience working with large-scale, multi-site or outsourced (BPO) operations
• Strong track record of building accountability, engagement and performance culture
Company Overview
• reputed company specializes in warranty and insurance services. It was founded in 1912, and is headquartered in Bedworth, Warwickshire, GBR, with a reputed company of 1001-5000 employees. Its website is http://www.reputed company.com.
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