Top Tech Jobs & Startup Jobs

Leads training and quality assurance initiatives for a customer experience program. Responsibilities include developing training content, coaching employees, analyzing trainee and quality metrics, managing reporting, maintaining QA calibration, supporting client communications, identifying performance improvements, and partnering with operations. The role also oversees professional development programs, contributes to client marketing initiatives, and supports escalated issue resolution.

Manages global supplier contract review activities, including evaluating terms, documenting negotiations, coordinating with procurement, finance, legal, and security teams, mitigating third-party risks, enforcing approval processes, maintaining Ironclad records, and reporting on contract activity. The role also supports supplier communications, contract negotiations, and procurement coordination.

Conducts high-volume recruiting for agent-level roles by interviewing candidates, tracking applicants in an Applicant Tracking System, coordinating hiring events, and supporting onboarding. The Recruiter builds positive candidate experiences, communicates orientation and training details, responds to inquiries, recommends process improvements, and collaborates with recruiting managers and internal employees. The role requires strong interpersonal, organizational, phone, computer, confidentiality, and multitasking skills in a fast-paced environment.

Leads quality assurance activities for a customer service operation by reviewing performance, maintaining quality metrics, supporting calibration, analyzing escalated issues, and coaching team members. The role prepares reports, provides actionable insights to operations and client partners, supports business development, identifies improvement opportunities, and ensures compliance with internal and client performance standards.

Supervise customer service representatives, maintain service quality, manage KPIs and SLAs, analyze operational reports, coach and develop employees, coordinate staffing changes, resolve escalated issues, and collaborate with HR, IT, workforce management, and partner teams to improve performance.

Directs contact center operations, staffing, team supervision, KPI and service-level performance, employee development, reporting, and process improvement. Oversees frontline teams, resolves escalated issues, collaborates cross-functionally, develops incentive programs, analyzes operational data, and contributes to partner meetings and campus strategy.

Leads workforce planning, forecasting, capacity planning, and scheduling for a contact center. Manages Capacity Planners and Schedulers, oversees team performance, maintains workforce management system parameters, evaluates staffing models, and communicates forecasts and operational changes. Partners with clients, business operations, and internal stakeholders to improve service levels, control costs, implement contingency plans, and support productivity goals.

Leads learning and development initiatives, supervises training staff, manages client relationships, analyzes trainee performance, develops curricula and e-learning content, oversees professional development programs, conducts reporting and business reviews, and supports leadership development and performance management.

Monitors and evaluates customer service contacts across voice, email, chat, and social channels. Coaches customer service representatives and Tier 2 teams, completes quality reports, supports calibration meetings, researches escalated issues, identifies scripting problems, and collaborates with leadership on coaching and performance improvement. The role may also provide floor support by handling customer calls and requires flexible shift availability.

Leads training and quality assurance initiatives in a contact center environment. Responsibilities include developing training programs and e-learning content, coaching employees, analyzing performance and quality trends, managing reporting and metrics, maintaining QA calibration, supporting client relationships, and identifying improvement opportunities. The role also contributes to professional development, operational objectives, and business initiatives while supervising training and quality activities.