Operations Quality Senior Manager

Domestic & General•Norwalk, CA

20h•Hybrid

About The Position

At Domestic & General, delivering exceptional customer experiences is at the heart of everything we do. As our Operations Quality Senior Manager, you’ll take ownership of the end-to-end quality strategy across our call centre operations —ensuring we consistently deliver high standards, meet regulatory expectations, and drive continuous improvement. This role is pivotal in shaping how we measure, monitor and improve performance. You’ll combine operational leadership with data-driven insight to enhance customer outcomes, influence business strategy, and support our teams and partners in delivering excellence at scale.

Requirements

Strong operational leadership experience within a customer-focused environment
Significant experience in contact centre operations quality management
Proven ability to drive measurable improvements in customer experience and operational performance
Strong understanding of customer satisfaction frameworks (e.g., CSAT) and performance models
Experience designing and implementing performance and quality frameworks
Knowledge of call monitoring and analytics platforms (e.g., Genesys, Verint, or similar)
Experience working in complex, fast-paced, customer-centric environments
Expertise in data analysis and translating insight into business action
Excellent communication and stakeholder management skills, with the ability to influence at all levels
Experience working with large-scale, multi-site or outsourced (BPO) operations
Strong track record of building accountability, engagement and performance culture
Applicants must have the legal right to work in the United States.

Responsibilities

Lead and evolve quality assurance frameworks, ensuring consistent delivery of KPIs, SLAs and service standards
Own QA reporting, MI dashboards and insight generation to highlight themes, risks and opportunities
Drive improvements in customer satisfaction, including ownership of CSAT processes and mystery shopping programmes
Establish and govern calibration standards across multiple sites to ensure consistency and accuracy
Analyse operational and customer data to provide actionable insights and recommendations
Partner with Learning & Development to design and deliver scalable coaching and training programmes
Collaborate with BPO partners and external vendors to ensure aligned service delivery
Streamline escalation and resolution processes to improve efficiency and customer outcomes
Deliver high-impact reporting and insights to senior leadership
Lead continuous improvement initiatives to enhance performance across distributed teams