Performance Improvement Manager

We are seeking a dedicated and experienced Performance Improvement Manager to lead our quality assurance team within Foundever. The ideal candidate will be responsible for overseeing the quality coaching processes, developing team members, managing client relationships, and ensuring exceptional service delivery standards are met.

Requirements

• Supervise and manage a team of Quality Coaches
• Develop and implement quality assurance policies and standards
• Monitor calls, chats, and emails to assess adherence to quality standards
• Analyze quality metrics and trends to identify areas for improvement
• Conduct regular training sessions for Quality Coaches and frontline staff
• Prepare and present quality reports to senior management
• Attend and participate in Weekly Business Reviews and Monthly Business Reviews with clients
• Build and maintain strong relationships with clients
• Collaborate with clients to understand their quality expectations
• Foster a positive team environment
• Stay updated on industry best practices and emerging trends in quality assurance

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance