Quality and Customer Experience Sr. Manager

Quality and Customer Experience Sr. Manager

Summary

Support Managers in decision-making and the execution of shared market strategies, working closely with the Quality Director in managing high-level strategic initiatives. Implement quality procedures defined in process standards and drive strategies that add value to both internal and external clients. Leverage data analysis and feedback to identify trends, make informed decisions, and ensure compliance with service level agreements (SLAs).

Responsibilities

• Lead, monitor, and oversee the daily execution of quality processes, guiding Quality Managers across campaigns to ensure adherence to established methodologies and quality metrics.
• Conduct feedback sessions with managers and teams to enhance performance, ensure expectations are met, and translate recommendations into actionable improvements.
• Identify training needs...