Quality Improvement Program Manager
2 weeks ago
The Quality Insights Lead supports the daily operations of the Quality program, setting a high standard for quality across the organization. This role drives continuous improvement through Quality initiatives, including analysis, business case development, and reporting on Quality monitoring.
Key Responsibilities- Provide daily support for Quality programs.
- Design and oversee deep-dive projects for regional teams to drive service improvements.
- Execute Quality reviews and after-action reviews.
- Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.
- Participate in and lead calibration sessions with internal and partner teams to standardize Quality monitoring and Problem Solving methodologies.
- 2-4 years of management experience in a rapidly growing network.
- Experience working in a QA Specialist or related role.
- Working knowledge of contact center processes.
- Working knowledge of customer service assessment tools.
- Ability to obtain certification.
This position is eligible for remote work in Dublin, but not visa sponsored, you have to have work authority. The role may include occasional office work or offsites, as agreed to with your manager.
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