What are the responsibilities and job description for the Client Engagement Manager (Quality Assurance) position at Leeds Professional Resources?
This position is responsible for developing and leading a customer experience and quality assurance program that drives operational and client satisfaction across all customer interactions. This role oversees the development and implementation of customer experience strategies, quality assurance programs, performance measurement systems, and continuous improvement initiatives designed to strengthen client satisfaction, retention, and operational effectiveness.
Customer Experience & Client Engagement
- Develop and implement strategies to improve the overall client experience across all communication channels and points of contact.
- Establish and maintain customer service standards, engagement guidelines, and service delivery expectations.
- Monitor client feedback, satisfaction trends, and service performance to identify opportunities for improvement.
- Design, implement, and oversee quality assurance programs to evaluate client interactions, service delivery, and adherence to established standards.
- Develop quality scorecards, evaluation criteria, auditing procedures, and performance benchmarks.
- Conduct regular reviews of client communications and service interactions to identify trends, inconsistencies, and areas requiring corrective action.
- Establish processes for monitoring quality, providing feedback, and ensuring accountability across client-facing teams.
- Partner with IT to optimize CRM platforms, quality assurance systems, reporting tools, and customer feedback solutions.
- Identify opportunities to leverage automation, AI-powered quality monitoring, speech analytics, and other emerging technologies.
Qualifications
- 7–10 years of progressive leadership experience in Customer Service, Customer Experience, Contact Center Operations, or Quality Assurance.
- Minimum of 3 years leading Quality Assurance or Customer Experience programs.
- Healthcare, laboratory, diagnostics, or other regulated industry experience preferred.
- Experience with QA platforms, speech analytics, AI quality monitoring, workforce management, and business intelligence tools such as Power BI or Tableau.
Salary : $120,000 - $130,000