Description
The role leads contact-center quality assurance and training programs aligned with the COPC CX Standard. Responsibilities include developing QA plans, scorecards, sampling and calibration methods, transaction monitoring, quality and customer feedback analysis, training design and verification, coaching, dashboards, corrective actions, and continuous improvement reporting. The position requires a bachelor's degree, 3–5 years of contact-center QA or training experience, familiarity with COPC, and proficiency with QA, speech analytics, CRM/ACD, and BI tools.
