Senior Quality Insights Program Manager - Remote

Overview

The Quality Programs team is in a pivotal stage of evolution, and this is an opportunity to join us on the ground floor. You will play a crucial role in shaping our transition from traditional call audits to 100% interaction monitoring, ensuring effective data analysis and actionable feedback for business partners.

In Short

• Join a collaborative team dedicated to providing a 6-star experience.
• Act as a strategic link between quality data and business transformation.
• Synthesize quality data outputs into compelling business narratives.
• Identify trends and recurring pain points in customer interactions.
• Partner with various departments to improve processes and experiences.
• Lead stakeholder meetings and present quality intelligence trends.
• Advocate for customer experience using complex data.
• Support the design of quality scorecards and evaluation frameworks.
• Coordinate pilot programs and track implementation of initiatives.
• Work remotely from any location within the USA.

Requirements

• 3–5+ years in CX operations, quality management, or program leadership.
• Proven experience synthesizing data into actionable insights.
• High fluency with contact center metrics such as CSAT and NPS.
• Strong facilitation and executive storytelling skills.
• Experience working cross-functionally with Ops and Product teams.
• Familiarity with AI-powered QA tools and sentiment analytics.
• Preferred experience managing QA vendors or large-scale support programs.
• Background in strategic consulting or customer insights.
• Tableau or Looker experience is a plus.

Benefits

• Competitive base salary with equity awards.
• Flexible work environment.
• Opportunity to impact customer experience significantly.
• Work with a recognized top workplace.
• Inclusive and innovative culture.