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Virtual Call Center Quality and Customer Interaction Monitoring Manager
Job Summary
New York City Jobs is seeking a dedicated and detail-oriented Virtual Call Center Quality and Customer Interaction Monitoring Manager to lead quality assurance and continuous improvement efforts across our virtual contact centers. The ideal candidate will be responsible for monitoring customer interactions, evaluating service performance, identifying training opportunities, and ensuring consistent delivery of exceptional customer experiences across all channels. This is an excellent opportunity for a professional with strong analytical, leadership, and communication skills to make a direct impact on service excellence within a dynamic remote work environment.
Key Responsibilities
Oversee the quality assurance process for all customer interactions across phone, chat, and email channels.
Monitor, evaluate, and score recorded calls and live interactions to assess performance against established quality standards.
Develop and implement quality monitoring frameworks, feedback systems, and process improvement strategies.
Provide actionable insights and coaching recommendations to enhance agent performance and customer satisfaction.
Collaborate with operations, training, and customer service teams to address recurring performance issues.
Prepare regular reports on quality trends, agent performance, and customer experience metrics.
Identify opportunities for process improvements and assist in implementing best practices.
Maintain compliance with company policies, data protection standards, and regulatory guidelines.
Lead calibration sessions to ensure consistency in quality evaluations across teams.
Support workforce management by aligning quality insights with business objectives.
Required Skills and Qualifications
Bachelors degree in Business Administration, Communications, or a related field (Masters preferred).
Minimum of 3–5 years of experience in call center quality assurance, customer experience management, or operations supervision.
Proven experience in virtual or remote call center environments.
Excellent communication, interpersonal, and leadership skills.
Proficient in using Quality Monitoring Tools, CRM systems, and Call Analytics Software.
Strong analytical and problem-solving abilities.
Ability to interpret data, generate insights, and recommend improvements.
Exceptional attention to detail and ability to maintain confidentiality.
Strong time management skills and the ability to work independently in a remote setting.
Experience
Prior experience managing a remote or hybrid customer service quality team.
Experience using tools such as Nice, Calabrio, Talkdesk, Five9, or Genesys Cloud for monitoring and analytics.
Demonstrated success in designing and implementing performance improvement programs.
Experience working in fast-paced, high-volume environments.
Working Hours
Full-time position with flexible remote working hours.
Core operational coverage required during U.S. Eastern Standard Time (EST) business hours.
Occasional weekend or evening work may be required for team support or audits.
Knowledge, Skills, and Abilities
In-depth knowledge of call center metrics, KPIs, and performance measurement systems.
Ability to evaluate tone, empathy, communication style, and resolution accuracy during customer interactions.
Skilled in coaching techniques and performance feedback delivery.
Familiarity with speech analytics, sentiment analysis, and customer satisfaction metrics (CSAT, NPS, QA Scores).
Strong understanding of compliance frameworks (GDPR, HIPAA, PCI-DSS, etc., depending on the industry).
Advanced skills in Excel, Power BI, or similar reporting tools.
Benefits
Competitive salary and performance-based bonuses.
Remote work flexibility with a healthy work-life balance.
Paid time off, holidays, and wellness programs.
Career advancement and leadership development opportunities.
Access to professional training, certifications, and learning resources.
Collaborative and inclusive virtual work culture.
Why Join
At New York City Jobs, we believe in empowering professionals to shape the future of customer experience. As part of our global team, you will work with talented individuals who share a passion for excellence, innovation, and teamwork. We provide the tools, flexibility, and support you need to thrive in a virtual-first environment while making a real difference in improving customer interactions across industries.
How to Apply
Interested candidates are invited to apply by submitting their updated resume and a short cover letter detailing relevant experience and achievements to our online portal.
Please ensure the subject line reads: Application – Virtual Call Center Quality and Customer Interaction Monitoring Manager.
