Senior Manager, Quality Monitoring

Job Overview

The Sr Manager, Quality Monitoring will develop and oversee the quality assurance program for Sequel Med Tech’s Customer Care team, ensuring consistent and exceptional customer interactions across our call center teams: Customer Advocates, Inside Sales, Clinical Product Specialists, and Technical Product Specialists. This leader will design, implement, and manage processes to evaluate performance, identify opportunities for improvement, and drive training initiatives to enhance the overall customer experience. This leader will manage and onboard a quality team to support the quality program within customer care.

Job Responsibilities and Essential Duties

• Lead the development and execution of a comprehensive quality monitoring program for all call center teams, ensuring adherence to company standards and regulatory requirements.
• Establish performance metrics and quality benchmarks, and design monitoring tools to assess individual and team effectiveness.
• Conduct regular reviews of customer interactions, including call recordings and chat transcripts, to identify strengths, improvement opportunities, and trends.
• Collaborate with team managers to provide actionable feedback and coaching for continuous performance enhancement.
• Partner with training teams to develop and deliver targeted training programs based on quality monitoring outcomes.
• Drive the implementation of tools and technology that streamline quality assurance processes and enhance data-driven decision-making.
• Generate and present regular reports to leadership on quality performance metrics, trends, and recommendations for improvement.
• Serve as a champion for the voice of the customer, ensuring feedback and insights are integrated into service improvements and overall strategy.
• Ensure compliance with industry regulations, company policies, and best practices in all quality monitoring activities.

Minimum Requirements

• Bachelor’s degree or equivalent business experience
• 5 years of experience in call center quality assurance, customer experience management, or related roles, with at least 3 years in a leadership capacity.
• Experience in the healthcare, medical device, or regulated industry strongly preferred.

Required Knowledge, Skills and Abilities

• Proven track record of designing and implementing quality monitoring programs that drive measurable improvements.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent communication, coaching, and interpersonal skills, with a collaborative approach to team development.
• Familiarity with quality monitoring software, CRM systems, and contact center tools.
• Demonstrated ability to lead cross-functional initiatives and manage multiple priorities in a fast-paced, evolving environment.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Environmental/Safety/Physical Work Conditions

• Ensures environmental consciousness and safe practices are exhibited in decisions
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments May work extended hours during peak business cycles
• Physical requirements such as lifting specific weights
• Some travelling is expected