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Responsible for driving customer experience improvements by leading teams, projects, and programs focused on service quality, coaching and performance monitoring. This role oversees quality auditors and coaches to ensure customer interactions meet high service and accuracy standards and align with business objectives. The ideal candidate is a strategic leader with a strong coaching mindset, committed to enhancing customer satisfaction and operational excellence

Manage Quality Auditors and Coaches, fostering a high-performance culture focused on continuous improvement and CX excellence.

Design and implement comprehensive quality assurance frameworks, strategies, and programs with defined measurable quality standards aligned with company and client expectations. Partner with cross functional teams (operations, learning and development, customer experience) to align quality and coaching strategies with overall business goals

Identify opportunities for service enhancements by analyzing customer feedback, performance metrics, and conducting regular quality checks on customer interactions (e.g., calls, emails, chats) to assess compliance with quality standards.

Leverage reporting tools and analytics to track quality trends, identify performance gaps, and drive action plans for improvement. Investigate recurring quality issues and perform root cause analysis to identify trends, develop solutions, and prevent reoccurrence.

Drive a coaching culture by implementing training and feedback strategies that empower employees to deliver superior customer experiences.

Develop and implement service improvement projects, incorporating industry best practices and innovative coaching techniques.



Develop and implement service improvement projects, incorporating industry best practices and innovative coaching techniques.

Drive innovations in quality monitoring that leverage technologies and tools to reduce or eliminate manual quality scoring in favor of automated and AI based solutions.

Drive innovations in quality monitoring that leverage technologies and tools to reduce or eliminate manual quality scoring in favor of automated and AI based solutions.

Recruits and manages a team of quality specialists. Foster a collaborative, high performing team environment that encourages high quality standards and performance. Manages all staff in a manner that builds mutual trust and respect, high motivation, personal accountability, team cohesion and participation.

Ensure adherence to company policies, regulatory requirements, and industry standards related to service quality and customer interactions.

Other duties as assigned to support the overall function of the organization.

• Bachelor's Degree - Required
• 5 years of experience in Quality assurance or customer support, with at least 2 years in a leadership role with a proven ability to drive CX improvements through coaching, training and quality monitoring programs.


• 5 years of experience in Managing across multi-business lines and across multiple shifts. .
• Six Sigma, ISO - Preferred

Act with uncompromising integrity.

Provide outstanding service and build trusted relationships.

Drive innovation in our products and services and continually improve our processes.

Work in partnership and support each other.

Be personally accountable and deliver on commitments.

Treat each other with respect and dignity.

Paychex is an equal opportunity employer that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.