Contact Center Operations Leader: QA, Analytics & Growth

Integral Consulting Services; Vienna (VA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Paid Time Off & Holidays

Bonuses & Awards

Professional Training Reimbursement

Paid Parking

Job summary

Integral is seeking a Contact Center Operations Manager to ensure high-quality service delivery across customer interactions and operational processes. The role combines QA, performance analysis, and operational support to drive improvements and compliance with KPIs.

Collaboration with QA, Training, and Operations teams is essential. Responsibilities include QA audits, shift coverage planning, KPI reporting, and working with IT and Training to implement tools and SOPs.

Qualifications

• Active Secret clearance required or equivalent
• Bachelor’s degree in Business, IT, or related field or equivalent work experience

Responsibilities

• Conduct QA audits of service desk tickets, calls, and chats to assess quality and compliance.
• Monitor ticket queues, service levels, and agent adherence to support processes.
• Develop and maintain QA evaluation forms and scoring standards.
• Produce weekly/monthly reports on KPIs such as SLA compliance, resolution times, backlog, and customer satisfaction.

Skills

Ticketing systems

Remote desktop

Excel & dashboards

QA frameworks & metrics

Analytical thinking

Communication

Documentation

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Salesforce

Zendesk

Job description

Integral is seeking a Contact Center Operations Manager to ensure high-quality service delivery across customer interactions and operational processes. The role combines QA, performance analysis, and operational support to drive improvements and compliance with KPIs.

Collaboration with QA, Training, and Operations teams is essential. Responsibilities include QA audits, shift coverage planning, KPI reporting, and working with IT and Training to implement tools and SOPs.