CMP Supplier Quality Engineer responsible for implementing supplier quality programs and collaborating with global teams at Micron. Ensuring compliance with Supplier Requirements Standards and overseeing quality performance metrics.
About the role
- Manager of Customer Service Quality Assurance at Nuvei responsible for leading a data-driven QA program. Focused on customer experience and operational excellence with strategic insight and collaboration.
Responsibilities
- Lead the QA function with a forward‑thinking, analytical, and insights‑driven approach.
- Establish a strategic direction for the quality assurance program.
- Champion the evolution of QA into a holistic, intelligence‑based operational practice.
- Oversee daily QA operations, ensuring consistency and accuracy.
- Work with CX leadership to maintain standards across all customer-facing channels.
- Ensure documentation and process streams remain updated.
- Analyze interaction‑level data for trends and improvement opportunities.
- Consolidate QA insights with CSAT, NPS, and feedback sources.
- Build reporting structures to communicate quality trends.
- Partner with Reliability to translate data into operational enhancements.
- Establish a scalable coaching framework.
- Develop feedback loops for agent development.
- Collaborate with R&A to align training with identified gaps.
- Work with L&D, Reliability, Product, and Contact Center Management.
- Support cross‑departmental initiatives.
- Build frameworks for surfacing systemic issues early.
- Maintain QA procedures, calibration methods, workflows.
- Oversee scheduling, capacity forecasting, and hiring.
- Ensure accurate QA metric reporting.
Requirements
- 3–5 years of experience in an Operations role
- 1-2 years of leadership experience preferred.
- Experience in coaching, supervising, instructing, and/or quality assurance.
- Strong interpersonal, analytical, and communication skills.
- Ability to be tactful, maintain confidence and foster an ethical working environment.
- Proven ability to work successfully under pressure in a dynamic team environment.
- Excellent data analysis & problem-solving skills.
- Strong knowledge of MS Office.
- Strong written and verbal communication skills.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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