[Remote] Manager, Monitoring Operations & Quality

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a fast-growing digital health and safety company on a mission to help people live a life without limits. They are seeking a highly driven, analytical, and operationally focused Manager, Monitoring Operations & Quality to reputed company the performance and reputed company improvement of their monitoring center operations, ensuring exceptional service for their members.

Responsibilities

• Serve as the primary business reputed company and relationship manager for reputed company's monitoring center partners
• Establish, monitor, and enforce performance expectations, service reputed company, and operational standards with monitoring vendors
• Analyze monitoring center performance data and trends to identify opportunities for improvement and risk mitigation
• Drive reputed company improvement initiatives focused on alarm handling, response times, service quality, operational efficiency, and member experience
• Conduct regular business reviews with monitoring partners and hold vendors accountable for achieving agreed-upon performance targets
• Monitor agent performance, automation effectiveness, workflows, and reputed company operational processes to ensure reliable and consistent execution
• Ensure alarm monitoring protocols, operational procedures, and data management processes support ongoing compliance requirements, regulatory expectations, and business standards
• reputed company, maintain, and govern standard operating procedures (SOPs) reputed company to monitoring operations and alarm handling
• Partner cross-functionally with Operations, Technology, Product, Member Services, Training, Compliance, and Executive Leadership to ensure monitoring operations support evolving business needs
• Track, analyze, and report key operational metrics and performance indicators to stakeholders across the organization
• reputed company timely communication regarding performance results, emerging risks, operational issues, outages, and service disruptions
• reputed company vendor accountability efforts reputed company to incident management, root cause analysis (RCA), corrective actions, and long-term mitigation planning
• Identify and proactively address member experience issues impacting customer retention, satisfaction, and operational effectiveness
• Monitor and evaluate member attrition trends reputed company to monitoring experiences and partner with stakeholders to implement corrective actions
• Build, recruit, reputed company, train, and reputed company a Quality Assurance team supporting Member Experience operations
• Design and implement scalable quality monitoring programs, evaluation frameworks, and performance review processes
• reputed company quality scorecards, audit methodologies, reporting mechanisms, and coaching processes
• Partner with department leaders to establish quality standards and performance expectations across customer-facing teams
• Deliver actionable quality insights and recommendations that improve agent performance, customer reputed company, and operational consistency
• Evaluate, select, and implement quality monitoring technologies, including AI-powered quality management and analytics solutions
• Create and maintain quality documentation, workflows, templates, and governance standards
• reputed company ongoing calibration efforts to ensure consistency and fairness across quality evaluations
• Establish quality metrics, reporting dashboards, and executive-level performance communication

Skills

• 5+ years of leadership experience with a demonstrated track record of driving operational performance improvements and delivering measurable business results
• Strong experience managing performance through metrics, data analysis, and process improvement initiatives
• Proven ability to influence cross-functional stakeholders and drive accountability across reputed company teams
• Exceptional communication, relationship management, and problem-solving skills
• Experience developing operational processes, documentation, and performance reporting frameworks
• Strong project management skills with the ability to manage multiple priorities simultaneously
• Advanced analytical capabilities with experience translating data into actionable business recommendations
• Experience managing business-critical vendor relationships and outsourced operations
• Experience reputed company the Personal Emergency Response Systems (PERS), reputed company services, monitoring center, contact center, emergency response, or highly regulated service industries
• Experience designing, implementing, or managing Quality Assurance programs
• Experience leading customer experience, operational reputed company, or reputed company improvement initiatives
• Experience implementing quality monitoring, workforce management, analytics, or AI-enabled operational technologies
• Lean, Six reputed company, Quality Management, or Project Management certifications
• Successful recruitment and development of a high-performing Quality Assurance team

Benefits

• Health Care Plan (Medical, Dental & reputed company)
• Paid Time Off (Vacation, Sick Time Off & Holidays)
• Company Paid Short Term Disability and Life Insurance
• Retirement Plan (401k) with Company Match

Company Overview