Customer Contact (Quality Assurance), Consultant
Core
Lead and drive quality excellence across the Customer Contact team by developing QA frameworks, monitoring performance, and coaching agents to ensure consistent customer experience.
Role type
Senior IC Customer Contact Quality Assurance Manager
Builds
Customer contact operations and service quality frameworks
Domain
Insurance / Financial Services / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
Quality Assurance framework design, Performance analysis, Coaching & mentoring, Root cause analysis, Stakeholder management, Data reporting, Continuous improvement, Team leadership, Compliance monitoring, KPI tracking
Preferred skills
Insurance industry experience, Lean Six Sigma certification, Speech analytics tools, Customer Experience (CX) expertise
Technologies
Microsoft Excel, PowerPoint, Speech analytics tools, Quality management software
Responsibilities
Develop and enhance QA frameworks and governance standards; Lead and oversee the quality monitoring team; Analyze quality trends and performance metrics; Drive coaching and performance improvement programs; Partner with Operations to address quality gaps; Establish performance dashboards and reporting mechanisms; Lead root cause analysis and corrective actions; Manage and develop the QA team.
Seniority
Senior, hands-on IC with people leadership