Senior Manager, CS QA & Performance Management
Core
Establishing and driving quality standards across Customer Service operations through scalable frameworks, performance measurement, and operational governance.
Role type
Senior Manager, Customer Service Quality Assurance & Performance Management
Builds
Customer service quality frameworks, performance measurement methodologies, and operational governance processes
Domain
E-commerce / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Strategic leadership, QA strategy definition, root cause analysis, workforce planning, capacity forecasting, resource allocation, data-driven reporting, stakeholder management, team coaching
Preferred skills
QA governance, operational excellence, capacity management, AI-enabled customer service implementation, advanced data analysis, business intelligence
Technologies
Analytics tools
Responsibilities
Define and execute CS QA strategies and governance frameworks; Establish comprehensive evaluation methodologies and auditing mechanisms; Monitor quality performance and drive customer experience improvements; Lead root cause analysis and corrective action initiatives; Deep-dive into front-line workflows for workforce planning and resource allocation; Develop performance management frameworks and data-driven reporting systems; Lead, coach, and develop managers and quality specialists
Seniority
Senior Manager, hands-on strategic leader
