Call Center QA Manager

Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3–5+ years of experience with Five9/Balto, strong analytical skills, autonomy, and a proven track record of improving contact center outcomes.

Responsibilities

• Own telephony technology to ensure seamless communication and operations within the call center.
• Manage real-time call center operations to optimize efficiency and effectiveness.
• Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction.
• Develop and maintain comprehensive reporting systems to track performance metrics and identify areas for improvement.
• Evaluate vendor performance to ensure alignment with company standards and goals.
• Drive continuous improvement initiatives to optimize appointment conversion rates, agent performance, and overall customer experience.

Requirements

• Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience.
• 3-5+ years of experience in a call center, contact center, or workforce management role.
• Meaningful experience in quality assurance, real-time operations, or vendor management.
• Proven track record of improving contact center outcomes.
• Experience with Five9/Balto technology.

Skills

• Strong analytical skills to optimize appointment conversion, agent performance, and customer experience.
• Ability to manage telephony technology and real-time call center operations effectively.
• Proficient in QA/coaching and reporting to enhance performance.
• Capability to oversee vendor performance and drive continuous improvement initiatives.
• Autonomous working style with a focus on achieving set goals and objectives.