Customer Experience Quality Manager

Job Summary

A company is looking for a CX Quality Manager to develop and optimize processes for reviewing customer interactions and improving the overall customer experience.

Key Responsibilities

• Lead a team of Quality Assurance Specialists in reviewing customer interactions for clarity, accuracy, and empathy
• Design and implement coaching and feedback mechanisms to enhance CX operations and performance
• Regularly report on performance metrics and identify opportunities for training and workflow improvements

Required Qualifications

• 3+ years of experience in Customer Experience and Quality Management
• Experience in building accountability mechanisms for Quality Assurance effectiveness
• Comfortable with AI and automation in ticket review and feedback generation
• Proficient in using data to support CX quality improvement initiatives
• Familiarity with CRM tools, preferably Zendesk, and project management processes