Client Engagement Manager (Quality Assurance)

Leeds Professional Resources; Florida; On-site; USD 120,000 - 160,000; Full time

Job summary

Leeds Professional Resources in Florida seeks a senior leader to design and drive a comprehensive Customer Experience and Quality Assurance program across client interactions. You will champion engagement, service standards, and continuous improvement to lift satisfaction, retention, and operational performance.

Responsibilities include developing multichannel strategies, establishing QA processes and scorecards, and partnering with IT to optimize CRM, analytics, and feedback systems.

Qualifications

• 7–10 years in Customer Service, Customer Experience, or Quality Assurance leadership.
• Minimum 3 years leading QA or CX programs.
• Experience in healthcare, diagnostics, or regulated environments preferred.
• Experience with QA tools, speech analytics, AI monitoring, WFM, and BI tools like Power BI/Tableau.

Responsibilities

• Develop and lead customer experience strategies across all channels.
• Establish service standards and engagement guidelines.
• Monitor satisfaction trends and performance; drive improvements.
• Design and oversee QA programs, scorecards, and auditing procedures.
• Collaborate with IT to optimize CRM, QA systems, and reporting tools.
• Explore automation, AI monitoring, and analytics to enhance quality.

Skills

Leadership experience

Customer service

Customer experience

Quality assurance

Process improvement

Power BI

Tableau

Speech analytics

AI quality monitoring

Tools

QA platforms

Power BI

Tableau

Speech analytics

Job description

This position is responsible for developing and leading a customer experience and quality assurance program that drives operational and client satisfaction across all customer interactions. This role oversees the development and implementation of customer experience strategies, quality assurance programs, performance measurement systems, and continuous improvement initiatives designed to strengthen client satisfaction, retention, and operational effectiveness.

Customer Experience & Client Engagement

• Develop and implement strategies to improve the overall client experience across all communication channels and points of contact.
• Establish and maintain customer service standards, engagement guidelines, and service delivery expectations.
• Monitor client feedback, satisfaction trends, and service performance to identify opportunities for improvement.
• Design, implement, and oversee quality assurance programs to evaluate client interactions, service delivery, and adherence to established standards.
• Develop quality scorecards, evaluation criteria, auditing procedures, and performance benchmarks.
• Conduct regular reviews of client communications and service interactions to identify trends, inconsistencies, and areas requiring corrective action.
• Establish processes for monitoring quality, providing feedback, and ensuring accountability across client-facing teams.
• Partner with IT to optimize CRM platforms, quality assurance systems, reporting tools, and customer feedback solutions.
• Identify opportunities to leverage automation, AI-powered quality monitoring, speech analytics, and other emerging technologies.

Qualifications

• 7-10 years of progressive leadership experience in Customer Service, Customer Experience, Contact Center Operations, or Quality Assurance.
• Minimum of 3 years leading Quality Assurance or Customer Experience programs.
• Healthcare, laboratory, diagnostics, or other regulated industry experience preferred.
• Experience with QA platforms, speech analytics, AI quality monitoring, workforce management, and business intelligence tools such as Power BI or Tableau.