Supervisor, Quality Communication-Onsite

Supervision of on-site or remote quality consultants that are senior level associates providing direct support to Contact Center, Operations, Legal and senior leadership through handling of escalated and sensitive customer situations, providing direct coaching, mentoring and completing quality control processes. Responsible for effective service team management in a on-site and virtual environment that includes but is not limited to motivating, mentoring, team building, developing, supporting, and coaching staff, in an effort to grow the business by driving key performance indicators. Leverages data and trend analysis to lead optimization processes through collaboration with multiple departments and senior leaders.