Contact Center Quality Manager/Analyst

Job ID 23462 - Contact Center Quality Manager/Analyst

Location: Orlando, 32801- This position is onsite

Pay: $100K-$125K plus bonus

Type: Direct hire

Schedule: M-F, 8:00 AM to 5:00 PM EST

Job description:

1. Lead enterprise-wide quality assurance programs across technology platforms and customer service operations, establishing quality standards, performance metrics, and continuous improvement initiatives to drive operational excellence.
2. Manage end-to-end quality oversight for business systems and workflows, including testing strategies, defect management, process validation, data accuracy reviews, and vendor performance accountability.
3. Direct quality monitoring and performance evaluation programs for customer-facing teams, leveraging audits, scorecards, coaching insights, and trend analysis to improve service quality, compliance, and customer satisfaction.
4. Ensure adherence to regulatory, contractual, and industry compliance requirements by supporting audits, maintaining quality controls, managing risk assessments, and driving corrective action plans through resolution.
5. Partner with cross-functional stakeholders including Operations, Technology, Training, and Program Leadership to integrate quality requirements into projects, support organizational growth initiatives, and communicate quality performance through executive-level reporting.

Nice to have:

• Bachelor’s Degree
• Six Sigma Belt
• PMP (Project Management Certification)

Requirements:

• Must have (7)+ years of experience in call center quality assurance
• Must have (3)+ years of leadership experience
• Experience with system integrations
• Must be familiar with Agile/Scrum, SDLC testing, test management tools, call monitoring platforms
• Must have data analysis experience in MS Excel, SQL, and/or BI tools
• Must travel to other Florida locations
• High school diploma or equivalent
• Background check required