Top Tech Jobs & Startup Jobs in Boston, MA

Manage BPO contact center operations, performance, staffing alignment, process excellence, and tactical initiatives. Coordinate with training, hiring, workforce management, analytics, and product teams; analyze customer feedback and business results; develop action plans and customer campaigns; maintain client engagement; and report performance across weekly, monthly, and quarterly business reviews.

Manage end-to-end recruitment, including sourcing, screening, interviewing, offer negotiation, onboarding, and candidate engagement. Partner with hiring managers and stakeholders across multiple functions and levels, manage high-volume and specialist hiring, build talent pipelines, provide market insights, and track recruitment metrics. Maintain accurate records and ensure compliance with company policies and employment regulations.

Provides Level 2 desktop and technical support for employees and clients. Installs, configures, tests, troubleshoots, and upgrades computers, peripherals, software, virtual desktops, printers, and related infrastructure. Resolves incidents with vendors and Help Desk teams, supports LAN/WAN and telecom systems, assesses hardware and software purchasing needs, orders supplies, and trains users. Works independently in a geographically distributed, Microsoft-centric environment.

Provides Level 2 desktop and end-user support, including installation, configuration, troubleshooting, virtual desktop support, hardware and software deployment, peripheral setup, and user training. Maintains and tests network, server, LAN/WAN, and telecom equipment; coordinates with vendors, Help Desk, Operations, procurement, and staff to resolve issues and purchase technology. Works independently in a Microsoft-centric client-server environment.

Leads BPO quality assurance operations and mentors Quality Analysts. Oversees interaction evaluations, QA frameworks, scorecards, calibration, coaching, reporting, compliance, and performance improvement. Analyzes quality trends, recommends corrective actions, and collaborates with Operations, Training, and Workforce teams to meet KPIs, SLAs, and client standards.

Leads a team of Quality Analysts in a BPO environment, overseeing evaluations of calls, chats, and emails. Maintains QA frameworks, scorecards, calibration processes, and reporting. Provides coaching and actionable performance insights, analyzes trends, ensures compliance with quality standards, KPIs, and SLAs, and partners with Operations, Training, and Workforce teams on continuous improvement.

Leads BPO quality assurance operations by managing Quality Analysts, monitoring customer interactions, maintaining QA frameworks and scorecards, conducting calibration and coaching sessions, analyzing performance trends, and reporting insights to stakeholders. The role partners with Operations, Training, and Workforce teams to improve customer experience, ensure compliance with standards, and support continuous improvement against KPIs and SLAs.

Leads a BFSI team responsible for productivity, quality, customer satisfaction, revenue targets, and service levels. Coaches employees, manages performance, handles complex Mandarin-speaking customer escalations, ensures regulatory and compliance adherence, collaborates with Sales, Risk, Compliance, Operations, and Product teams, and supports recruitment, onboarding, training, reporting, and continuous improvement.

Leads a Mandarin-speaking chat support team by managing workloads, coaching agents, resolving escalated customer issues, monitoring KPIs, and improving workflows. Develops training programs, maintains service quality, collaborates with internal and client stakeholders, and supports chatbot translation and reporting-tool integrations to improve scalability and customer experience.

Leads BPO quality assurance operations, manages Quality Analysts, evaluates customer interactions, maintains QA frameworks and scorecards, conducts calibrations and coaching, analyzes performance trends, prepares reports, and drives compliance, continuous improvement, and customer experience enhancements.