Quality Assurance Manager

---

Overview:
Consulting Business Innovation (CBI) is a leading provider of Global Business Process Outsourcing (BPO), Call Center, and Contact Center services. We are committed to delivering exceptional customer experiences through innovative solutions and efficient processes. We are seeking a dedicated and experienced Quality Assurance Manager to lead our QA team and ensure high standards of service delivery.

Key Responsibilities:

• Lead and mentor the QA team to uphold service quality standards and regulatory compliance.
• Conduct audits and evaluations to assess adherence to company policies and client-specific requirements.
• Drive continuous improvement initiatives based on QA findings and customer feedback.
• Collaborate with cross-functional teams to implement quality enhancements and resolve escalated issues.
• Provide leadership in project management related to QA initiatives and stakeholder engagement.

Qualifications:

• Proven experience as a Quality Assurance Manager in a contact center environment.
• Comprehensive knowledge of contact center operations, quality assurance practices, and regulatory compliance.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Excellent communication and interpersonal skills, with a collaborative approach to problem-solving.
• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).

Compensation:

• Pay Rate: $41,600 per year
• Benefits:
  • 401(k) matching
  • Health insurance
  • Paid Time Off

• Work from Home Requirements:
• Must be able to provide a personal device (desktop, laptop or tablet), with Windows 10 or later, Wired Ethernet LAN connection, Internet Connection (Satellite, wireless and dial-up ISP are not permitted), a minimum of 4GB RAM

• Internet Connection Requirements:
  • Minimum subscribed download rate equal or exceeds 12.0 Mbps
  • Minimum subscribed upload rate equal or exceeds 3.0 Mbps
  • ISP must have no packet loss and ping under 50ms
  • Proof of internet speed required
  • Clean and quiet workspace

• Schedule: Monday to Friday

Work Arrangement:

• Start working from home with future onsite availability required in Florida or Michigan.

Our Commitment:
As an Equal Opportunity Employer, CBI is committed to creating a diverse and inclusive workplace. We encourage applications from all qualified individuals, regardless of race, gender, disability, or any other legally protected status.

---