• Maintain and improve a robust call center quality audit program. • Oversee the day-to-day operations of quality assurance, compliance management, and audit within a voice-based call center. • Provide transparent client communications around contractor operations and contractual performance. • Influence and partner to develop teams and individuals who contribute and support executing day - to - day delivery operations. • Establish and effectively lead routines regularly and utilize tools and reporting to drive team performance. • Train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction. • Effectively cultivate relationships with account leaders and business partners to proactively identify and enact opportunities to improve the delivery of operational products, services, and capabilities. • Collaborate with employees and operational leaders to achieve Client Service Level Agreements (SLAs) and drive accountability and efficiency by adopting standard operating procedures. • Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance. • Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. • Ensures alignment with industry standards and best practices to support data-driven decision-making.