Senior Quality Manager

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Description:

• Implement Transaction monitoring process as per client requirements and COPC Standard
• Implement task monitoring as per the in-house process
• Create a sampling strategy
• Determine the frequency of monitoring and the sample size
• Monitoring plan and schedule for monitoring of Tasks
• Maintain ‘program quality’ related client interactions. Provide feedback to the floor
• Facilitate and manage quality related conference calls, calibration calls, etc.
• Review the effectivenes...