Senior Director of Client Resolution

Job Summary

A company is looking for a Senior Director, Client Resolution and Quality Assurance in Customer Care.

Key Responsibilities

• Lead the Client Resolution team to ensure timely and empathetic resolution of client and member inquiries
• Design and manage a comprehensive Quality Assurance program for the Customer Care organization
• Contribute to the strategic direction of the Customer Care organization and manage complex projects to enhance service delivery

Qualifications

• Bachelor's degree in business management or equivalent training and experience
• 8+ years of progressive leadership experience in a call center or customer service environment
• 5+ years of experience managing client-facing teams and resolving complex client issues
• 3+ years of experience leading Quality Assurance programs in a call center setting
• Strong knowledge of call center technologies and familiarity with Claims Adjudication systems and CRM platforms