Job Description

Position Summary

The Customer Experience Manager is responsible for overseeing the quality assurance program within a high-volume call center environment. This role plays a critical part in mitigating risk, improving consumer experiences, and promoting compliance with call handling protocols and applicable regulations. The position leads initiatives to enhance representative performance, champions the adoption of speech analytics technology, and supports the implementation of virtual agent programs.

Essential Duties and Responsibilities

The essential functions include, but are not limited to:

• Manage and evolve the call center’s quality assurance program, including the review and scoring of recorded calls to ensure adherence to regulatory, client, and internal standards.
• Provide timely, actionable feedback—both positive and corrective—to call center management and executive leadership regarding representative performance and consumer experience trends.
• Identify behavioral and procedural trends impacting customer experience and operational risk, and recommend solutions to improve performance.
• Lead the adoption and optimization of speech analytics technology to monitor, measure, and improve collector behaviors and call outcomes.
• Partner in the rollout and management of virtual agent programs and other technology-driven customer experience tools.
• Respond to and fulfill internal and external audit requests, ensuring accurate and timely delivery of required materials.
• Manage and develop quality assurance staff, ensuring consistent application of call scoring guidelines and timely completion of reviews.
• Conduct and lead calibration sessions with quality, training, and operations leadership to promote alignment and consistency.
• Provide reporting and insights for client requests, complaint reviews, legal inquiries, and operational audits.
• Track and report key customer experience metrics, risk indicators, and QA program results.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Minimum of five years' experience in call monitoring or quality assurance within a call center environment.
• Minimum of two years in a supervisory or management role overseeing QA or customer experience teams.
• Proven experience utilizing speech analytics technology in a call center setting ; experience in collections or regulated environments strongly preferred.
• Strong understanding of regulatory compliance in call center operations.
• Demonstrated ability to identify performance gaps, develop action plans, and drive adoption of new technology and processes.
• Technically proficient and adaptable, with solid skills in Microsoft Office applications and call center technology platforms.
• Effective oral and written communication skills with strong attention to detail.
• Ability to work efficiently in a fast-paced, high-volume environment, manage competing priorities, and respond quickly to urgent matters.
• Collaborative and proactive leadership style with the ability to work effectively across departments and with a diverse team.

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