Manager - Quality & Business Operations

T&Q Manager, Domestic Contact Center (Ketto: OTD & SIP) Quality ownership: Own the QA framework, scorecards, and weekly calibration for OTD and SIP calls, including fatal parameters (misselling, consent, mandate accuracy, data privacy). AI-assisted audits: Run AI and manual audits side by side, and validate AI accuracy regularly. Training lifecycle: Own induction, product training, nesting/OJT, certification, and refreshers, with separate learning paths for OTD and SIP. Coaching: Turn audit insights into agent-level coaching plans, PIPs, and best-practice sharing from top performers. RCA and process improvement: Run root cause analysis on complaints, escalations, drop-offs, and failed SIP mandates, using Lean Six Sigma to cut defects. Dashboards and reporting: Build quality and training dashboards, and present weekly and monthly reviews to leadership. Business impact: Link quality and tr