Customer Experience ManagerVirtualVocations • Baltimore, Maryland, United States
Customer Experience Manager
VirtualVocations • Baltimore, Maryland, United States
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A company is looking for a Manager, Customer Experience & Quality Assurance.
Key Responsibilities
Lead and manage the Voice of Customer (VoC) and Quality Assurance function, ensuring alignment with business goals
Translate customer insights into actionable strategies to improve business performance
Develop and oversee a comprehensive QA program for various customer communication channels
Required Qualifications
5+ years of experience in customer experience, quality assurance, or related roles, with at least 2+ years in a leadership capacity
Proven expertise in customer research, quality monitoring, and data analysis
Experience in Sales, Contact Center, or digital customer engagement environments preferred
Bachelor's degree required; MBA or advanced degree preferred
Familiarity with AI-driven customer engagement tools and quality frameworks preferred
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Customer Experience Manager • Baltimore, Maryland, United States
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