**KEY RESPONSIBILITIES**: - Lead and support projects, reporting and initiatives of the CX team as necessary to achieve departmental objectives across both sites - Manages team of multiple Customer Experience Managers and/or Customer Experience Leaders at the sites, establishing processes and procedures, roles, work standards, work product schedules and delivery timelines, performance objectives, and enforcement through regular oversight. - Aids the Director of CX in the development and maintenance of quality plans and Standard Operating Procedures (SOPs) for all programs, including program quality, service quality and data quality standards, quality scorecards, quality monitoring, performance coaching, performance metric assessment, lessons learned, SOP management, data analytics, speech and text analytics trending, reporting and continual improvement actions. - Oversee, maintain and improve the quality of customer interactions in accordance with the Company and client standards - Provide daily supervision, coaching and motivation for a team of Customer Experience Leaders, per location. - Facilitate proactive solutions by collecting and analyzing quality data - Conduct regular group and one-on-one calibration sessions in line with our clients' deliverables - Conduct reports on performance for the operations and management team - Work closely with the Training team to ensure assigned Key Performance Indicators are achieved - Identify trends and challenges to develop plans to correct problem areas **KEY COMPETENCIES**: - Strong interpersonal and analytical skills - Strong communication (oral and written) skills - Ability to multi-task and deliver against competing priorities - Attentive to detail - Ability to build strong relationships and work as part of interdisciplinary teams - Ability to strive in a fast-paced and demanding service environment - Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job. - Initiative and resourcefulness in the conduct of duties. - Ability to relate to a diverse working environment. - Computer Literate in Microsoft Suite (Word, Excel, Power Point, Outlook, etc.) - Report / business Writing Skills - Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes. - Effective time and human resource management skills. - Organizational, teamwork, and customer service skills. **QUALIFICATIONS AND EXPERIENCE**: - Minimum of 2-5 years' experience in a similar role at a call center - Minimum of 2 -5 years' experience managing a QA/CX team - Project Management experience would be an asset or compliance auditing Certificate - Total Quality Management, Six Sigma or other quality affiliated training and/or certification is preferred. - Education: First degree in Business Management/Operations Management/Business - Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job - 5 years' experience managing a minimum of 20 direct or indirect employees with a proven track record of success and achieving results. - Highly skilled in coaching, developing, and motivating employees towards achieving and exceeding organizational goals and objectives - Advanced knowledge of QA tools, concepts and methodologies