Job Description
Insight Global is seeking a Program Manager to lead Quality Excellence and Quality Management initiatives across contact center operations. This role will define how quality is measured, reported, and continuously improved by leveraging AI‑enabled capabilities, workforce management platforms, and data‑driven insights.
The Program Manager will assess newly deployed capabilities, evaluate the value they unlock, and drive measurable improvements in quality outcomes. A strong contact center background is essential, including hands‑on experience with quality scoring, compliance standards, and workforce management practices.
Microsoft Copilot will be a key focus area for this role. The Program Manager will orchestrate Copilot use cases, track adoption and ROI, and deliver executive‑level reporting. This position partners closely with business leaders, technology teams, UX, product, and third‑party vendors to ensure quality programs scale effectively and align with strategic priorities....
The Program Manager will assess newly deployed capabilities, evaluate the value they unlock, and drive measurable improvements in quality outcomes. A strong contact center background is essential, including hands‑on experience with quality scoring, compliance standards, and workforce management practices.
Microsoft Copilot will be a key focus area for this role. The Program Manager will orchestrate Copilot use cases, track adoption and ROI, and deliver executive‑level reporting. This position partners closely with business leaders, technology teams, UX, product, and third‑party vendors to ensure quality programs scale effectively and align with strategic priorities....
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