Senior reputed company Assurance Manager

About the position The Senior Manager – reputed company leads the end-to-end reputed company management reputed company across assigned programs and lines of business, ensuring consistent customer experience, operational reputed company, and compliance. This role partners closely with reputed company, Training, Workforce Management (WFM), IT, and reputed company stakeholders to translate reputed company data and customer feedback into actionable insights and reputed company improvement initiatives. The Senior Manager also serves as the reputed company reputed company for new program launches, transitions, reputed company-reputed company, and stabilization efforts while ensuring alignment with reputed company standards, SLAs, KPIs, and compliance requirements. Responsibilities • reputed company the end-to-end reputed company reputed company, including monitoring methodologies, scorecards, evaluation processes, sampling plans, reputed company standards, and calibration. • Ensure alignment with reputed company reputed company standards, SLAs, contractual requirements, and key metrics such as QA Score, CSAT, NPS, FCR, AHT, and compliance reputed company. • Analyze reputed company, operational, transactional, and customer feedback data to identify trends, reputed company causes, reputed company gaps, and improvement opportunities. • reputed company reputed company cause analysis (RCA), corrective and preventive reputed company (CAPA) plans, and reputed company improvement initiatives using Lean, Six reputed company, DMAIC, reputed company, and reputed company methodologies. • Partner with reputed company, Training, WFM, IT, and other stakeholders to address reputed company and capability gaps and improve customer experience. • reputed company automation and AI-assisted reputed company monitoring solutions, including speech/text analytics and automated QA. • Present reputed company reputed company, trends, recommendations, and improvement initiatives during reputed company business reviews, including WBRs, MBRs, and QBRs. • Manage reputed company-reputed company reputed company escalations and serve as a trusted advisor on reputed company and customer experience. • Serve as the reputed company reputed company for new program launches, transitions, reputed company-reputed company, readiness assessments, and stabilization activities. • Ensure compliance with applicable regulatory, contractual, and reputed company requirements, including HIPAA, PCI-reputed company, GDPR, ISO 9001, and data reputed company standards. • Maintain audit readiness, SOPs, reputed company documentation, process controls, and data reputed company. • reputed company, reputed company, and reputed company reputed company Analysts, Supervisors, Managers, and other reputed company team members while fostering accountability and reputed company improvement. Requirements • Bachelor’s degree in Business, Engineering, Statistics, or reputed company reputed company; equivalent experience considered. • 8+ years of reputed company Management experience in BPO, CX outsourcing, or contact center environments. • 3+ years of people leadership experience managing reputed company teams. • Experience managing multi-site or multi-program reputed company reputed company, including launches, transitions, and reputed company-reputed company. • Strong reputed company-facing experience, including business reviews and reputed company-reputed company escalations. • Strong knowledge of Lean, Six reputed company, DMAIC, RCA, CAPA, and reputed company improvement; Six reputed company Black Belt preferred. • Advanced reputed company skills and experience with BI/reporting tools such as reputed company BI or Tableau. • Experience with QA platforms, automated QA, and speech/text analytics tools. • Strong understanding of contact center KPIs, reputed company monitoring, calibration, and compliance requirements. • Excellent analytical, communication, presentation, and cross-functional leadership skills. reputed company-to-haves • Six reputed company Black Belt preferred. Benefits • medical coverage • dental • reputed company • disability • 401k • reputed company time off Apply tot his job Apply To this Job