Job Description
Job Description
Insight Global is seeking a Program Manager to lead Quality Excellence and Quality Management initiatives across contact center operations. This role is responsible for defining how quality is measured, reported, and improved, leveraging AI enablement, workforce management platforms, and data‑driven insights. The Program Manager will evaluate newly enabled capabilities, identify what value has been unlocked, and drive measurable improvements in quality outcomes. A strong call center background is essential, including experience with quality scoring, compliance requirements, and workforce management practices. Microsoft Copilot will be a key focus area, with this role orchestrating use cases, tracking adoption and ROI, and delivering executive‑level reporting. This role partners closely with business, technology, UX, product, and third‑party stakeholders to ensure quality programs scale effectively and align to strategic priorities.
We are a c...
Insight Global is seeking a Program Manager to lead Quality Excellence and Quality Management initiatives across contact center operations. This role is responsible for defining how quality is measured, reported, and improved, leveraging AI enablement, workforce management platforms, and data‑driven insights. The Program Manager will evaluate newly enabled capabilities, identify what value has been unlocked, and drive measurable improvements in quality outcomes. A strong call center background is essential, including experience with quality scoring, compliance requirements, and workforce management practices. Microsoft Copilot will be a key focus area, with this role orchestrating use cases, tracking adoption and ROI, and delivering executive‑level reporting. This role partners closely with business, technology, UX, product, and third‑party stakeholders to ensure quality programs scale effectively and align to strategic priorities.
We are a c...
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