Support Services Group is looking for a high-energy, self-motivated, results-driven Quality Assurance Manager. This position plays a significant role in the Customer Experience by providing insights and data related to agent performance and the customer experience. This ideal candidate will have extensive knowledge in customer service, is detail oriented, and has a passion for analysis. This role will require (but not be limited to) statistical analysis, monitoring omnichannel conversations in a call center environment, update knowledge base articles, recommend continuing education, and support the call center production floor as needed.


Job Functions:

· Contribute to the team culture in a positive manner

· Monitor and audit QA and QC performance and suggest changes

· Listen to and review call center agent conversations with our customers to evaluate performance and ensure policies, positioning, and all standard operating procedures are followed