Sequel Med Tech · 3 days ago
Senior Manager, Quality Monitoring
United States
Full-time
Remote
Senior Level, Lead/Staff
5+ years exp
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Responsibilities
Lead the development and execution of a comprehensive quality monitoring program for all call center teams, ensuring adherence to company standards and regulatory requirements.
Establish performance metrics and quality benchmarks, and design monitoring tools to assess individual and team effectiveness.
Conduct regular reviews of customer interactions, including call recordings and chat transcripts, to identify strengths, improvement opportunities, and trends.
Collaborate with team managers to provide actionable feedback and coaching for continuous performance enhancement.
Partner with training teams to develop and deliver targeted training programs based on quality monitoring outcomes.
Drive the implementation of tools and technology that streamline quality assurance processes and enhance data-driven decision-making.
Generate and present regular reports to leadership on quality performance metrics, trends, and recommendations for improvement.
Serve as a champion for the voice of the customer, ensuring feedback and insights are integrated into service improvements and overall strategy.
Ensure compliance with industry regulations, company policies, and best practices in all quality monitoring activities.
Qualification
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Required
Bachelor’s degree or equivalent business experience
5+ years of experience in call center quality assurance, customer experience management, or related roles, with at least 3 years in a leadership capacity.
Proven track record of designing and implementing quality monitoring programs that drive measurable improvements.
Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
Excellent communication, coaching, and interpersonal skills, with a collaborative approach to team development.
Familiarity with quality monitoring software, CRM systems, and contact center tools.
Demonstrated ability to lead cross-functional initiatives and manage multiple priorities in a fast-paced, evolving environment.
Preferred
Experience in the healthcare, medical device, or regulated industry strongly preferred.
Company
Sequel Med Tech
We’re Sequel — a driven team of innovators and problem solvers laser-focused on improving the health and lives of people with diabetes.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Alan Lotvin
CEO, Co-Founder, and Director
Dean Kamen
Co-Founder and Director
Company data provided by crunchbase
