Contact Center Quality Manager - Speech Analytics
$100,000–$125,000 year
On-site · Orlando, Florida, United States
Job Summary
Lead and manage the organization’s Quality Management Program, ensuring consistent quality standards, compliance, audit readiness, and operational excellence across customer service functions. Oversee a team of Quality Analysts, providing coaching, performance management, calibration oversight, and professional development to drive high-quality evaluations and continuous improvement. Analyze quality, customer experience, and operational performance data to identify trends, root causes, risks, and opportunities for improvement; develop and present actionable reporting to leadership. Partner cross-functionally with Operations, Training, Workforce Management, and other stakeholders to implement quality initiatives, improve processes, maintain SOPs, and drive performance against established KPIs and service standards. Administer and optimize quality monitoring and speech analytics tools, conduct compliance audits and evaluations, and lead corrective action plans that enhance customer experience, operational efficiency, and overall business performance.
Required Qualifications
- Must have experience with speech analytics monitoring systems
- Must have (5) years of recent experience in call center quality, operations, compliance or leadership
- Must have (3) years of leadership experience managing quality analytics
- Must have experience managing programs to service level agreement contracts, KPIs, standards, and metrics
- Must have MS Office proficient to include: Excel, PowerPoint
- Must have experience with IVR platforms, workforce management systems, CRM tools, and reporting analytics
- Must travel to other Florida locations
- Background check required
- High school diploma or equivalent
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