Customer Experience QA Lead
On-site · Irving, Texas, United States or Draper, Utah, United States
Job Summary
Lead the design and implementation of a structured quality assurance program for customer interactions across phone, chat, email, and SMS; analyze call trends, customer feedback, and quality scores to drive continuous improvement; conduct regular process audits to ensure operation, security, and safety protocol compliance; collaborate with senior leadership to align QA programs with business goals and regulatory requirements; develop and present quality scorecards and agent performance reports; provide actionable feedback on quality forms with a focus on delivering exceptional customer experiences; role requires on-site work at Melbourne, Irving, or Draper offices and entails standard office duties.
Required Qualifications
- 2+ years in CX service role
- experience with quality management tools (Nice inContact, Zendesk) preferred
- analytical mindset to interpret QA data
- multi-site coordination experience preferred
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