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Senior Manager, Customer Support Quality Operations

Posted 4 days agoViewed

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💎 Seniority level: Manager, 5+ years

💸 Salary: 120000.0 - 135000.0 USD per year

🔍 Industry: Sports gaming

⏳ Experience: 5+ years

Requirements:
  • Bachelor’s degree in Business Administration, Human Resources, Organizational Development, or a related field, or equivalent experience.
  • 5+ years of senior management experience in customer service, training, or quality assurance with a proven track record.
  • Deep understanding of QA systems, metrics, and continuous improvement practices focused on service delivery.
  • Strong leadership, analytical, organizational, and communication skills, capable of managing diverse teams and driving change.
Responsibilities:
  • Strategically oversee the administration, quality assurance, and training functions within the customer service department.
  • Lead initiatives to design and implement comprehensive training and quality assurance programs that directly impact customer service excellence.
  • Drive continuous improvement by evaluating training effectiveness, identifying skill gaps, and translating quality assurance insights into actionable strategies.
  • Collaborate with senior leadership to ensure training and quality programs align with evolving business objectives, industry best practices, and company goals.
  • Oversee key administrative functions, leveraging technology to streamline operations, track certifications, and manage QA outcomes.
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