New

Quality Manager (Call Center) - Onsite Greenville, SC

Transcom
401(k), remote work
United States, South Carolina, Greenville
Apr 30, 2026
General Information Location Greenville, SC Job ID 11286 Job Category Operations Language Requirement English Description & requirements Description Do you love leading a team to greatness? Do you strive to work with people that love to improve their performance to be better every day? We are looking for a Call Center Quality Manager to lead and evolve our quality assurance strategy in support of a fast-growing AI client. What's in it for YOU! Health benefits for you and your family, including medical, dental, vision 401(k) investment options with employer match opportunities Paid Vacation Time Great work/life balance Join our Transcom family as an Quality Manager! The Quality Manager directs the quality team to ensure audit activities generate practical, data-driven solutions for the business. This role is responsible for aligning team output with both client and internal requirements through active performance management and cross-departmental coordination. Rather than maintaining passive oversight, the Quality Manager leads the analysis of quantitative and qualitative data to identify operational gaps and drive corrective actions. The objective is to provide stakeholders with accurate, timely reporting and valid statistical insights that directly support campaign goals and service improvements. What we are looking for: We've got an exciting career opportunity for you, if you can: Serve as the primary POC for clients and internal leadership regarding quality Maintain a deep understanding of the top issues impacting the campaign Manage the end-to-end implementation of quality initiatives Partner closely with client stakeholders to track ongoing performance metrics Analyze performance trends and financial data to identify gaps Coordinate with the Training team on all new content and releases Lead internal discussions to evaluate products, tools, and policies Lead and manage quality staff Own and maintain quality reports Lead calibration sessions Set and follow up on quality and quantity targets for the allocated Clients/projects Drive results and promote teamwork. Develop and maintain effective performance management. Lead by example. Proactively promote the Transcom objectives. Ensure that Transcom standard procedures are implemented and complied with at all times within his/her business area. Create an open and energetic culture within his/her business unit. Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives. Ensure a high level of morale and a sense of loyalty to Transcom in each individual. Provide feedback to Corporate Governance on ideas for improving standards and processes. Review procedures and implement improvements. Implement Transcom standard practices. Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time. Attend internal meetings with other staff of the contact center. To be successful in this role, you must have the following skills/abilities: Advanced communication and leadership skills (verbal and written) Ability to coach and manage the performance of direct reports Knowledge of Six Sigma process improvement methodology Knowledge of quality management systems such as COPC and ISO 9001 Proficient in Google Suite and Microsoft Office Intermediate to advanced knowledge of spreadsheets and basic formulas (Excel) Data analysis and problem-solving capability Adaptable and flexible to change Requirements The following items are mandatory pre-employment requirements and/or skills/experience that are required to be successful in this role. At least 18 years or older Bachelor's degree from accredited college/university and/or 2 years of professional experience in a related role. Able to successfully pass a criminal background check Minimum of 2 years in a management or supervisory role within Quality, Training, or Operations related to the BPO industry Moderate to extensive experience in data analytics and root-cause analysis. Must be proficient in identifying performance trends and translating raw data into actionable business strategies. Demonstrate confidence in leading high-level quality discussions with internal leadership, clients, and external vendor partners. A successful history of managing quality or training initiatives within the CRM, BPO, or a closely related service industry. Advanced proficiency in transaction monitoring and coaching methodologies, with a focus on delivering behavior-specific feedback that drives measurable performance improvement. Experience overseeing quality-related projects and innovations, ensuring alignment with both financial goals and client requirements. Location Requirements Must live within reasonable driving distance of our office located in the Greenville, South Carolina area. What Life at Transcom is like! Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals. Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #4 on their list of the Top 100 companies to watch for remote work in 2026. At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together. We are the voice of our clients. We are Transcom. We are passionate about people and look forward to meeting you!