Support Effectiveness Manager - CX

Key Deliverables:

• Develop and implement comprehensive Training & Quality (T&Q) strategies for internal and vendor CX teams
• Design, deliver, and certify effective training programs covering knowledge, skills, and process adherence
• Establish and maintain a robust quality assurance framework with regular audits and feedback mechanisms
• Manage vendor relationships and ensure consistent performance improvements through collaboration and escalation

Role Responsibilities:

• Analyze CX performance data to identify training needs and quality gaps, and drive targeted interventions
• Partner with internal teams and vendors for seamless training delivery and quality calibration
• Lead coaching, performance management, and employee engagement initiatives across CX teams
• Collaborate cross-functionally to align T&Q efforts with business goals and provide senior management insights