Job Description
We are seeking a skilled Quality Insights Lead to join our team. As a Quality Insights Lead, you will play a key role in supporting the daily operations of our Quality program.
The successful candidate will have experience working in a QA Specialist or related role and possess a strong analytical and critical-thinking skillset.
Responsibilities include:
* Providing daily support for Quality programs
* Designing and overseeing deep-dive projects for regional teams to drive service improvements
* Executing QI and ad-hoc after-action reviews
* Using transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements
Required Skills and Qualifications
Our ideal candidate will possess:
* 2-4 years of Customer Experience management experience in a rapidly growing partner network
* Working knowledge of contact center end-to-end processes
* Working knowledge of customer service assessment tools, i.e., Net Promoter System
* Google suite, including sheets
Benefits
This is an exciting opportunity for someone looking to grow their career and contribute to our team's success. We offer:
* Opportunities for professional growth and development
* A dynamic and collaborative work environment
Others
We are committed to creating an inclusive and diverse workplace culture. If you are passionate about delivering exceptional customer service and contributing to our team's success, please apply today.