Job Information
Insight Global Program Manager in Vancouver, British Columbia
Job Description
Insight Global is seeking a Program Manager to lead Quality Excellence and Quality Management initiatives across contact center operations. This role is responsible for defining how quality is measured, reported, and improved, leveraging AI enablement, workforce management platforms, and data‑driven insights. The Program Manager will evaluate newly enabled capabilities, identify what value has been unlocked, and drive measurable improvements in quality outcomes. A strong call center background is essential, including experience with quality scoring, compliance requirements, and workforce management practices. Microsoft Copilot will be a key focus area, with this role orchestrating use cases, tracking adoption and ROI, and delivering executive‑level reporting. This role partners closely with business, technology, UX, product, and third‑party stakeholders to ensure quality programs scale effectively and align to strategic priorities.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
5+ years of Program Management
Experience in Contact Center, or Call Center, or Guest Experience
Experience working across numerous business units
-Experience with governance frameworks, executive reviews, data‑driven reporting, KPIs and scorecards
- Experience owning end‑to‑end delivery of programs, managing multiple workstreams, timelines, risks, and dependencies to ensure strategic initiatives are executed successfully - Knowledge on AWS, WFM or Co Pilot