CAT | Richardson Texas Contact Center Quality and Customer Experience Manager

If this opportunity is not a good match for your skills or you are not available but know someone who is, please forward this link to them as we pay referral fees for anyone you refer that we place with a client.

Contact Center, Quality & Customer Experience Manager

Job Summary: 
The Manager, Contact Center Quality & Customer Experience [QCX] is primarily responsible for designing, building and managing the quality assurance and customer experience function to measure, evaluate and improve customer interactions and customer care center operational performance, and to capture and analyze business intelligence across business functions, sites and customer/carrier channels.

This position may lead a team responsible for the execution of quality assurance activities that lead to positive, purpose-driven customer interactions, quality assurance calibration and alignment, and behavioral-based coaching of Customer Care Center operations leaders and agents. This role also supports customer experience analytics, with responsibility for the analysis and measurement of customer and agent interactions, customer feedback, and applicable tasks.

The Contact Center Quality & Customer Experience Manager is responsible for providing strategic guidance and leadership to the Customer Care Center operations. And, serving as a thought leader within the Customer Care Center leadership Team, drives organizational direction associated with increasing operational efficiency, customer satisfaction, and enhancing the overall customer experience.

Required minimum qualifications:

  • Bachelor’s Degree in business administration, finance, statistics, mathematics, or related field and 3+ years of experience in Contact Center quality and customer experience/support operations
  • 5+ years of demonstrated competency in contact center leadership roles managing at least one of the following areas (Quality Assurance, Workforce Management, Training, Call Center Technology Services, or Operations), or comparable experience.
  • Experience working with Contact Center technologies (e.g. Avaya, Verint, Taske, LiveOps).
  • 5+ years of experience working in a multi-channel cross-functional organization.
  • Experience with database management, database marketing and/ or customer-centric analytics.
  • 3+ years of experience with business intelligence and reporting tools (e.g., Business Objects, Cognos).
  • 2+ years of experience with process management and improvement.
  • 2+ years of experience working closely with senior leadership (VP and above).

Preferred qualifications:

  • Master’s Degree in Business Administration or related field.
  • Experience managing geographically disbursed teams within a contact center setting of 100-300 agents.
  • Certified Six Sigma, Lean, or similar process improvement/measurement methodology.
  • Experience using a querying language (e.g., SQL).
  • Knowledge of and/or experience with external Customer Satisfactions measurement systems, tools and processes (e.g., ACSI, JD Power, SQM, Malcolm Baldrige, etc.).


  • Advanced understanding of Outlook and Excel
  • Ability to accurately type +40 WPM



If you have this experience, feel you are a fit for this position, and are interested, please email the your resume and the answers to the questions below:


1) Can you please email an updated Word copy of your resume?

2) What is your availability to start?

3) Are you open to a direct-hire position?

4) What is your current salary or pay rate?

5) Are you currently eligible to work for any employer in the US?

6) When is the best time to contact you and what # can you be reached at for this opportunity?


If this opportunity is not a good match for your skills or you are not available but know someone who is, please forward this link to them as we pay referral fees for anyone you refer that we place with a client.




Mike Hanes
Visit our website:
“Save Time, The Best Resources, Guaranteed!”


RSS Feed Subscribe via RSS
Copyright © 2007-2018ProVisionTech - Dallas IT Consulting, Dallas IT Recruiting - Dallas, TX 75240. All Rights Reserved.Website by Online Marketing Experts at The Marketing Zen Group