Customer Experience Leadership Director

7 days ago


Olathe, Kansas, United States DH Pace Company, Inc. Full time
Job Summary:

DH Pace Company, Inc. is seeking a highly motivated and experienced Contact Center Quality Manager to lead and oversee the quality monitoring, quality assurance, customer experience (CX), and knowledge management initiatives across the nation.

The ideal candidate will have strong leadership skills and be able to drive continuous improvement in our contact center operations. As a key member of our team, you will work closely with other departments to ensure that our customers receive exceptional service and support.

About the Position:

We are looking for a skilled professional with a bachelor's degree in a related field and at least 5 years of experience in a similar role. You should have a proven track record of leading and developing teams, analyzing data, and driving business growth through quality initiatives.

Responsibilities:
  • Oversee quality monitoring, quality assurance, CX, and knowledge management initiatives.
  • Develop and implement quality metrics and reporting tools to measure performance.
  • Collaborate with other departments to identify areas for improvement and implement changes.
  • Analyze data and provide insights to inform business decisions.

Requirements:
  • Bachelor's degree in a related field.
  • At least 5 years of experience in a similar role.
  • Strong leadership and communication skills.
  • Ability to analyze data and provide insights.
  • Experience with quality assurance and customer experience initiatives.

Benefits:
  • A competitive salary range of $80,000 - $110,000 per year.
  • A comprehensive benefits package including health, dental, and vision insurance.
  • A 401(k) retirement plan with company match.
  • A generous paid time off policy.
  • Professional development opportunities.


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