Customer Service Quality, Learning and Projects Principal
Core
Ensure operational excellence in vendor-managed contact center operations and complaints management through quality control, training, and project management.
Role type
Principal, cross-functional operations lead (QA, L&D, PM)
Builds
Enhanced customer experience via optimized vendor operations and compliant service delivery
Domain
Insurance / Contact Center Operations / Vendor Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Quality assurance frameworks, vendor operations management, training program design, project management, risk assessment, data analysis, regulatory compliance
Preferred skills
Complaints handling processes, Six Sigma, PMP, COPC
Technologies
Agile, Waterfall
Responsibilities
Conduct audits of customer interactions (calls, emails, chat, complaints), design and deliver training programs for vendor and internal teams, lead strategic projects for process optimization and tool implementation, monitor vendor compliance with contractual obligations and SLAs, analyze QC results to identify trends and gaps, create risk assessment reports and recommend mitigation strategies
Seniority
Principal, strategy & mentorship
