Senior Client Experience & QA Leader

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

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.