Director of Quality Customer Experience
Transcosmos Sacramento
Sacramento, CA US
Posted ago
Transcosmos Sacramento

As a Director of Quality and Customer Experience, you will be responsible for leading a team that will help internal and external stakeholders understand and monitor their performance, investigate trends, identify anomalies, draw conclusions from data and develop insights that assist in optimizing opportunities and drive the best customer experience.

The successful candidate will bring a deep understanding of call center environment, working with third-party vendors, experience with an outsourced partner and be able to effectively manage the team and utilize key metrics to drive behavior.

Responsibilities

  • Lead in-house QA team to meet evolving needs across multiple departments
  • Establish procedures that produce high-quality customer satisfaction, experience, and loyalty that exceeds customer and industry standards
  • Surface inconsistencies in quality and experience, and conduct root cause analysis with corrective and preventative action plans
  • Create new ways to receive and track relevant customer feedback
  • Organize periodic calibration sessions with contact center leadership and other areas of operations to ensure consistency in the evaluation process
  • Use text analytics software to understand customer challenges, and calibration of quality monitoring results
  • Dive deep into customer escalation and transfer processes to identify causes and implement process improvements around reduction

Qualifications

  • Multiple years of experience in a quality assurance role in a multi-site/multi-channel environment
  • Experience working directly with data, text, or speech analytics tools used to identify and improve experience and process
  • Experience using data to determine cause and effect relationships, with an ability to create project plans using this data into applicable change
  • Experience managing and empowering a growing team
  • Demonstrate logical and decision thought while having the ability question norms
  • Convey and influence improved strategic decisions across the organization
  • Project management skills with the ability to produce results

Compensation
$60,000 - $80,000
About Transcosmos Sacramento

Transcosmos America brings together a perfect marriage of talented people and intelligent technologies to deliver award winning customer support with flexible and innovative service models that meet the service needs of any business or industry.

Transcosmos has a long history of over 45 years of experience in outsourced services. Originally established in Japan, and since then we’ve expanded throughout Southeast Asia and the rest of the world. We currently have over 100 operating centers across 14+ countries, supporting over 30 languages and counting. Transcosmos solutions serve 2,500 clients around the world and as an outsourced solution provider ranked 33rd among the top 100 global outsourcing companies. We continue to earn awards and global recognition including “Global Outsourcing 100 Leaders” awarded by IAOP 3 years running and No.1 for “The World’s BPO Player for The Asia/Pacific and Japan region” by the Gartner report in the U.S.

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