Job Description
The Customer Experience & Quality Analytics Supervisor leads a team of CX Analysts to deliver consistent, high quality customer experiences by embedding Automated Quality Management (AQM), analytics, and CX intelligence into daily execution. This role serves as a strategic execution partner across Operations, CX Transformation, and Business Units—turning Voice of Customer (VoC), quality insights, operational data, and workforce intelligence into actionable improvements that reduce customer effort, strengthen trust, and improve performance at scale.
This position is accountable for translating quality and CX insights into coaching, process improvement, and technology enabled solutions, ensuring CX becomes measurable, repeatable, and scalable across Customer Operations.
Key Responsibilities
People Leadership & Performance Enablement
- Directly supervise, coach, and develop CX Analysts using quality analytics, AQM insights, and performance dat...