Operations Quality Senior Manager Location: Flexible - Remote with some travel required
Contract Type: Permanent, 40 hours per week
This role is pivotal in shaping how we measure, monitor and improve performance. You'll combine operational leadership with data-driven insight to enhance customer outcomes, influence business strategy, and support our teams and partners in delivering excellence at scale.
About YouTo be successful in this role, you will have:
- Strong operational leadership experience within a customer-focused environment
- Significant experience in contact centre operations quality management
- Proven ability to drive measurable improvements in customer experience and operational performance
- Strong understanding of customer satisfaction frameworks (e.g., CSAT) and performance models
- Experience designing and implementing performance and quality frameworks
- Knowledge of call monitoring and analytics platforms (e.g., Genesys, Verint, or similar)
- Experience working in complex, fast-paced, customer-centric environments
- Expertise in data analysis and translating insight into business action
- Excellent communication and stakeholder management skills, with the ability to influence at all levels
- Experience working with large-scale, multi-site or outsourced (BPO) operations
- Strong track record of building accountability, engagement and performance culture
The Role
- Lead and evolve quality assurance frameworks, ensuring consistent delivery of KPIs, SLAs and service standards
- Own QA reporting, MI dashboards and insight generation to highlight themes, risks and opportunities
- Drive improvements in customer satisfaction, including ownership of CSAT processes and mystery shopping programmes
- Establish and govern calibration standards across multiple sites to ensure consistency and accuracy
- Analyse operational and customer data to provide actionable insights and recommendations
- Partner with Learning & Development to design and deliver scalable coaching and training programmes
- Collaborate with BPO partners and external vendors to ensure aligned service delivery
- Streamline escalation and resolution processes to improve efficiency and customer outcomes
- Deliver high-impact reporting and insights to senior leadership
- Lead continuous improvement initiatives to enhance performance across distributed teams
Please note, applicants must have the legal right to work in the United States. 
