Senior Quality and Insights Manager

At Probe Group, we’re powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Key Responsibilities

• Lead, coach, and develop a team of Quality Managers across multiple campaigns
• Drive quality improvement initiatives through data analysis, speech analytics, and actionable insights
• Oversee calibration processes to ensure scoring consistency and standardization across programs
• Partner with and Client Stakeholders to improve KPIs such as CSAT, NPS, FCR, and compliance metrics