Customer Experience Manager Job at Confidential / Law Firm, Dallas, TX

THd4YkdkNnhzMUtLQWswaHlYUDRsZ2xLSnc9PQ==
  • Confidential / Law Firm
  • Dallas, TX

Job Description

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:

  • Manage and evolve the call center’s quality assurance program, including the review and scoring of recorded calls to ensure adherence to regulatory, client, and internal standards.
  • Provide timely, actionable feedback—both positive and corrective—to call center management and executive leadership regarding representative performance and consumer experience trends.
  • Identify behavioral and procedural trends impacting customer experience and operational risk, and recommend solutions to improve performance.
  • Lead the adoption and optimization of speech analytics technology to monitor, measure, and improve collector behaviors and call outcomes.
  • Partner in the rollout and management of virtual agent programs and other technology-driven customer experience tools.
  • Respond to and fulfill internal and external audit requests, ensuring accurate and timely delivery of required materials.
  • Manage and develop quality assurance staff, ensuring consistent application of call scoring guidelines and timely completion of reviews.
  • Conduct and lead calibration sessions with quality, training, and operations leadership to promote alignment and consistency.
  • Provide reporting and insights for client requests, complaint reviews, legal inquiries, and operational audits.
  • Track and report key customer experience metrics, risk indicators, and QA program results.

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Minimum of five years' experience in call monitoring or quality assurance within a call center environment.
  • Minimum of two years in a supervisory or management role overseeing QA or customer experience teams.
  • Proven experience utilizing speech analytics technology in a call center setting ; experience in collections or regulated environments strongly preferred.
  • Strong understanding of regulatory compliance in call center operations.
  • Demonstrated ability to identify performance gaps, develop action plans, and drive adoption of new technology and processes.
  • Technically proficient and adaptable, with solid skills in Microsoft Office applications and call center technology platforms.
  • Effective oral and written communication skills with strong attention to detail.
  • Ability to work efficiently in a fast-paced, high-volume environment, manage competing priorities, and respond quickly to urgent matters.
  • Collaborative and proactive leadership style with the ability to work effectively across departments and with a diverse team.

Job Tags

Immediate start, Remote job,

Similar Jobs

Clarkson Lakeshore Animal Hospital

Veterinary Assistants / Receptionist / Groomer Job at Clarkson Lakeshore Animal Hospital

 ...Job Description Job Description Clarkson Lakeshore Animal Hospital is looking for an enthusiastic pet lover to join our team as a full-time/part-time veterinary assistant, receptionist, and groomers at our new fully equipped, state-of-the-art practice, You must... 

Regency International

Work at home Data Entry Representative Job at Regency International

 ...clerk to join our team. The ideal candidate will have excellent typing skills, accuracy, and attention to detail. The data entry...  ...internet or in-person. - No commute needed if you choose to work from home. - No minimum hrs. You can do this part-time or full-time... 

Riccelli Trucking

Truck Driver - CDL A Required - Home Daily with Up to $75,000 Earnings (Fulton) Job at Riccelli Trucking

 ...Riccelli Trucking, Inc. is looking for an experienced Local Commercial Roll-Off Drivers In The Syracuse & Geneva, NY Area Make Up To...  ...On Bonus Valid Class A or B CDL Required For This Position...  ...experience What We Offer: Home Daily $2,500 Sign-on Bonus... 

Sourcepoint Staffing

Non-CDL Delivery Driver | 1st Shift | $21/hr | Construction Delivery | Milwaukee Area Job at Sourcepoint Staffing

 ...Job Description Job Description Now hiring a Non-CDL Delivery Driver for a first shift opportunity with a 5:00 AM start time. Typical end time is around 2:00 PM. This role includes delivering materials to construction job sites, with some unloading required (not all... 

Aulani, A Disney Resort & Spa

Poolside Server Assistant - Full Time, $28.00/Hour Job at Aulani, A Disney Resort & Spa

 ...Information : SCHEDULE AVAILABILITY: Full Time - Full availability is required seven (7) days per week, including early mornings, late nights, weekends, and holidays. Keyword: Aulani Casting, AULANICASTING The pay rate for this role in Hawaii is $28.00 per hour....