Associate Manager-Customer Experience
Core
Design and execute quality assurance sampling plans, conduct audits (Live, Recorded, Side-by-Side), and analyze monitoring data to identify program-level issues and drive performance improvements for customer service consultants.
Role type
Associate Manager, Customer Experience Quality
Builds
Quality assurance programs and performance improvement initiatives for customer service operations
Domain
Customer Service / Call Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Quality assurance auditing, sampling plan design, data analysis, process mapping, regulatory compliance knowledge, team coaching, stakeholder communication
Preferred skills
Six Sigma certification, experience with quality management software, data analysis tools proficiency
Technologies
MS Office, quality management software, speech and text analytics tools, business intelligence tools
Responsibilities
Prepare weekly sampling plans and share with the CE team; Ensure all types of transactions are monitored; Conduct Live, Recorded, and Side-by-Side audits as recommended by COPC; Track QA accuracy by doing ATA and Calibration; Analyze monitoring data to identify program level issues and opportunities; Communicate insights and analysis to Service Delivery and Training teams; Drive quality awareness programs and performance improvement projects; Build competencies within the team to enable career progression; Reduce waste and increase efficiency using process mapping techniques.
Seniority
Mid-level Manager, hands-on IC