Job Description
Service Quality Officer
The SQ Officer is responsible for end‑to‑end service quality execution across both customer interactions (QA: voice, email, chat, social, self‑service) and cases/transactions (QC: maintenance, documentation, risk/compliance). Acts as a subject matter resource to Operations and partner teams, performing evaluations, identifying deviations, and escalating high‑risk issues within defined SLAs. Leverages AI, analytics, dashboards, and RPA automation to produce accurate, timely insights; supports continuous improvement, audit readiness, and measurable impact on customer experience, operational efficiency, and compliance—consistently aligning work with the Contact Center’s mission and goals.
The SQ Officer is responsible for end‑to‑end service quality execution across both customer interactions (QA: voice, email, chat, social, self‑service) and cases/transactions (QC: maintenance, documentation, risk/compliance). Acts as a subject matter resource to Ope...