What are the responsibilities and job description for the Enterprise Contact Center Quality Director position at Hiregy?
Enterprise Contact Center Quality Director
Title: Quality Assurance Manager
Location: Orlando, 32801- This position is onsite
Pay: $100K-$125K plus bonus
Type: Direct hire
Schedule: M-F, 8:00 AM to 5:00 PM EST
Job description:
- Lead enterprise-wide quality assurance programs across technology platforms and customer service operations, establishing quality standards, performance metrics, and continuous improvement initiatives to drive operational excellence.
- Manage end-to-end quality oversight for business systems and workflows, including testing strategies, defect management, process validation, data accuracy reviews, and vendor performance accountability.
- Direct quality monitoring and performance evaluation programs for customer-facing teams, leveraging audits, scorecards, coaching insights, and trend analysis to improve service quality, compliance, and customer satisfaction.
- Ensure adherence to regulatory, contractual, and industry compliance requirements by supporting audits, maintaining quality controls, managing risk assessments, and driving corrective action plans through resolution.
- Partner with cross-functional stakeholders including Operations, Technology, Training, and Program Leadership to integrate quality requirements into projects, support organizational growth initiatives, and communicate quality performance through executive-level reporting.
Nice to have:
- Bachelor’s Degree
- Six Sigma Belt
- PMP (Project Management Certification)
Requirements:
- Must have (3) years of enterprise leadership experience partnering with operations to develop quality programs, UAT, supporting software implementations, systems enhancements, and processes for back-office
- Must have (7) years of experience in call center quality assurance
- Experience with system integrations
- Must be familiar with Agile/Scrum, SDLC testing, test management tools, call monitoring platforms
- Must have data analysis experience in MS Excel, SQL, and/or BI tools
- Must travel to other Florida locations
- High school diploma or equivalent
- Background check required
Not a Fit:
- Candidates whose experience is primarily limited to call monitoring, quality scorecards, and agent coaching.
- Software QA Engineers without operational quality leadership experience.
Salary : $100,000 - $125,000