Related skills
data analysis quality assurance artificial intelligence training root cause analysis📋 Description
- Lead QA and Training teams; set strategy and growth.
- Own complaints management: intake, workflows, and root-cause analysis.
- Design and deliver training programs for new hires and ongoing development.
- Improve QA processes to ensure a consistent, high-quality support experience.
- Monitor interactions to identify trends and improvement opportunities.
- Collaborate cross-functionally with CX leadership, Product, and Compliance to drive improvements.
🎯 Requirements
- 5+ years in customer support or CX, with 2+ years leading QA/training
- Proven people management to lead high-performing teams
- Strong data analysis to inform decisions
- Deep understanding of CX operations and quality metrics
- Excellent cross-functional communication
- Experience with global/outsourced support; insurance a plus; Spanish a plus
🎁 Benefits
- US benefits details available at https://www.ethoslife.com/careers/
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