Customer Experience Manager

The Customer Experience Manager is responsible for overseeing the quality assurance program within a high-volume call center environment. This role plays a critical part in mitigating risk, improving consumer experiences, and promoting compliance with call handling protocols and applicable regulations. The position leads initiatives to enhance representative performance, champions the adoption of speech analytics technology, and supports the implementation of virtual agent programs.Essential Duties and Responsibilities The essential functions include, but are not limited to: • Manage and evolve the call center’s quality assurance program, including the review and scoring of recorded calls to ensure adherence to regulatory, client, and internal standards. • Provide timely, actionable feedback—both positive and corrective—to call center management and executive leadership regarding representative performance and consumer experience trends. • Identify behavioral and procedural trends impacting customer experience and operational risk and recommend solutions to improve performance. • Lead theadoption and optimization of speech analytics technologyto monitor, measure, and improve collector behaviors and call outcomes. • Partner in the rollout and management of virtual agent programs and other technology-driven customer experience tools. • Respond to and fulfill internal and external audit requests, ensuring accurate and timely delivery of required materials. • Manage and develop quality assurance staff, ensuring consistent application of call scoring guidelines and timely completion of reviews. • Conduct and lead calibration sessions with quality, training, and operations leadership to promote alignment and consistency. • Provide reporting and insights for client requests, complaint reviews, legal inquiries, and operational audits. • Track and report key customer experience metrics, risk indicators, and QA program results. Minimum Qualifications (Knowledge, Skills, and Abilities) • Minimum of five years' experience in call monitoring or quality assurance within a call center environment. • Minimum of two years in a supervisory or management role overseeing QA or customer experience teams. • Proven experience utilizing speech analytics technology in a call center setting; experience in collections or regulated environments strongly preferred. • Strong understanding of regulatory compliance in call center operations. • Demonstrated ability to identify performance gaps, develop action plans, and drive adoption of new technology and processes. • Technically proficient and adaptable, with solid skills in Microsoft Office applications and call center technology platforms. • Effective oral and written communication skills with strong attention to detail. • Ability to work efficiently in a fast-paced, high-volume environment, manage competing priorities, and respond quickly to urgent matters. • Collaborative and proactive leadership style with the ability to work effectively across departments and with a diverse team. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.Note This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.