Call Center QA Manager

Job DetailsJob Location: IRVING, TX 75062Position Type: Full TimeJob Purpose: - Seeking a Call Center QA Manager to own technology, processes, and performance across internal and outsourced teams at WINDOWS ACQUISITION HOLDINGS INC. The role requires 3–5+ years of experience with Five9/Balto, strong analytical skills, autonomy, and a proven track record of improving contact center outcomes. The ideal candidate will possess a Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience. Key Responsibilities: - Own telephony technology to ensure seamless communication and operations within the call center. - Manage real-time call center operations to optimize efficiency and effectiveness. - Implement and oversee QA/coaching programs to enhance agent performance and customer satisfaction. - Develop and maintain comprehensive reporting systems to track performance metrics and identify areas for improvement. - Evaluate vendor performance to ensure alignment with company standards and goals. - Drive continuous improvement initiatives to optimize appointment conversion rates, agent performance, and overall customer experience.QualificationsRequired Education: - Bachelor's degree in Business, Communications, Analytics, or a related field, or equivalent practical experience. Required Experience: - 3-5+ years of experience in a call center, contact center, or workforce management role. - Meaningful experience in quality assurance, real-time operations, or vendor management. - Proven track record of improving contact center outcomes. - Experience with Five9/Balto technology. Required Skills and Abilities: - Strong analytical skills to optimize appointment conversion, agent performance, and customer experience. - Ability to manage telephony technology and real-time call center operations effectively. - Proficient in QA/coaching and reporting to enhance performance. - Capability to oversee vendor performance and drive continuous improvement initiatives. - Autonomous working style with a focus on achieving set goals and objectives.   Equal Employment Opportunity EEO Statement Windows USA is committed to equal opportunity and welcomes all qualified individuals to apply. All employment decisions are made without regard to race, color, religion, sex, national origin, disability, or any other protected status under applicable law. ADA Accommodations Windows USA is committed to providing reasonable accommodations in accordance with applicable law. Individuals should communicate accommodation needs to Human Resources. At-Will Employment Statement This position does not create a contract of employment. Background Check Disclosure Employment is contingent upon completion of background verification, where permitted by law and based on business necessity. Disclaimers This description is intended to outline the general nature of the role. OSE individuals are classified as statutory employees under Section 3508 for federal tax purposes and are responsible for complying with applicable tax obligations. Engagement in this role is contingent upon completion of all required onboarding documentation and adherence to company standards, policies, and applicable laws.