Position Summary
The Customer Experience Manager is responsible for overseeing the quality assurance program within a high-volume call center environment. This role plays a critical part in mitigating risk, improving consumer experiences, and promoting compliance with call handling protocols and applicable regulations. The position leads initiatives to enhance representative performance, champions the adoption of speech analytics technology, and supports the implementation of virtual agent programs.
Essential Duties and Responsibilities
The essential functions include, but are not limited to:
Minimum Qualifications (Knowledge, Skills, and Abilities)
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