Contact Center Quality Management
Career Explorer · Customer Operations & Contact Centers · Contact Center Quality
Manager
Individual contributor route
Technical or professional depth, without managing people.
This family has no individual-contributor ladder.
Management route
Managing people. It is not the step above the individual route: it is a different job and asks for different evidence.
- Supervisor / Team Lead, Contact Center QualityM0Optional frontline layer
- Manager, Contact Center QualityM1
- Senior Manager, Contact Center QualityM2
- Director, Contact Center QualityM3
- Senior Director, Contact Center QualityM4
- AVP / Head of Contact Center QualityM5Optional executive layer
- Vice President, Contact Center QualityM6
- Senior Vice President, Contact Center QualityM7
Source: PROCOMER FTZ benchmark; SFIA; PMI