Leads one or more enterprise client programs, serving as the primary client contact and overseeing delivery, KPIs, service levels, financial performance, resource planning, and satisfaction. Builds client relationships, supports account growth, resolves issues with cross-functional teams, drives process improvements, partners on technology implementations, manages governance and security-related access activities, and presents operational and business reviews. Travel may be required.

Leads end-to-end quality management across BPO and contact center programs, including monitoring frameworks, scorecards, calibration, data analysis, root cause analysis, corrective actions, compliance, and continuous improvement. Partners with operations, training, WFM, IT, and clients to improve customer experience and performance. Oversees launches, transitions, and stabilization efforts; presents results to clients; manages escalations; and leads, coaches, and develops quality teams.