Quality Assurance Manager at Enercare

Become an Operations Quality Manager at Enercare and lead quality assurance efforts to ensure outstanding customer experiences in various channels. Shape the customer experience landscape

At Enercare, you will play a key role in the Operations Quality Department, managing quality assurance and team development. Your leadership will help shape, implement, and monitor QA strategies across voice, email, chat, and digital channels. Engage with operational teams to address quality and compliance issues effectively.

Key Responsibilities:

• Drive the end-to-end QA strategy for customer interactions

• Coach QA team members and set performance expectations

• Collaborate with BPO partners for quality assurance delivery

• Maintain and design QA metrics and dashboards for transparency

• Implement improvements from evaluations to enhance customer experience

Requirements:

• Bachelor’s degree in Quality Management or similar area

• Five-plus years in contact center quality assurance roles

• Proven expertise in AI-enabled quality governance

• Familiarity with reporting platforms for analytics

• Strong leadership and coaching experience in a team setting

Step into the Operations Quality Manager role at Enercare to significantly contribute to elevating service standards and shaping operational excellence.