Related skills
tableau zendesk iso 9001 genesys copc📋 Description
- Enhance QA framework aligned with COPC and customer obsession.
- Define QA KPIs, sampling, and audit scope by channel.
- Lead QA specialists and auditors; calibrate with Ops, Training, and Product.
- Lead QA system implementation and audit playbooks per line of business.
- Collaborate with BI to build quality dashboards.
- Analyze DSAT and repeat contacts to identify systemic gaps.
🎯 Requirements
- 5+ years in customer experience quality management (fintech/tech support).
- Proven QA program design and scaling with calibration and insights.
- Experience leading teams across geographies or vendors.
- COPC/ISO 9001 or equivalent standards preferred.
- Experience with Zendesk, Genesys, Tableau, and QMS.
- Deep knowledge of QA tools and contact center metrics.
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