Director, Contact Center Operations (BPO & Channel Execution)

Confirmed live in the last 24 hours

QuinStreet

Compensation

$120,000 USD

Orlando, Florida

On-site

Posted April 1, 2026

Job Description

Powering Performance Marketplaces in Digital Media

QuinStreet is a pioneer in powering decentralized online marketplaces that match searchers and “research and compare” consumers with brands. We run these virtual- and private-label marketplaces in one of the nation’s largest media networks.

Our industry leading segmentation and AI-driven matching technologies help consumers find better solutions and brands faster. They allow brands to target and reach in-market customer prospects with pinpoint segment-by-segment accuracy, and to pay only for performance results.

Our campaign-results-driven matching decision engines and optimization algorithms are built from over 20 years and billions of dollars of online media experience.

We believe in:

The direct measurability of digital media.
Performance marketing. (We pioneered it.)
The advantages of technology.

We bring all this together to deliver truly great results for consumers and brands in the world’s biggest channel.

Job Category

This role is responsible for the day-to-day execution and performance management of contact center operations, with a primary focus on BPO partner performance, channel optimization, and operational consistency.

The position operates as the execution arm of the contact center strategy, translating direction into measurable results across internal teams and external vendors.

This is a fully onsite role based in Orlando, FL.

Responsibilities

BPO Performance Management & Execution
- Own daily performance across all BPO partners
- Monitor KPIs including contact rate, conversion, revenue per contact, QA, and compliance
- Implement standardized performance scorecards
- Execute corrective action plans for underperformance
Operational Execution & Channel Management
- Oversee inbound, outbound, and SMS channel operations
- Ensure alignment to processes, scripts, and expectations
- Drive consistency across locations and teams
Revenue & Conversion Optimization
- Improve conversion performance at agent and vendor level
- Identify trends and implement tactical improvements
- Support testing of scripts and call strategies
Technology Execution & Feedback
- Provide operational feedback on dialer, QA, and SMS platforms
- Support rollout of new tools
- Ensure effective usage at agent level
Compliance & Quality Execution
- Ensure adherence to TCPA, FCC, and internal policies
- Drive QA monitoring and remediation plans
- Enforce opt-out and consent management
Reporting & Insights
- Deliver consistent operational reporting
- Translate data into actionable insights
- Maintain visibility into performance drivers
Team & Vendor Leadership
- Lead QA, training, and workforce coordination teams
- Manage BPO relationships and accountability
- Reinforce culture of ownership and performance

Requirements

10+ years in contact center operations
5+ years managing BPO environments
Experience in performance-driven sales environments
Ability and willingness to travel internationally up to 25% of the time
Bachelor’s Degree from a 4-year accredited institution, or related
Strong knowledge of dialer systems and contact center tech
Understanding of compliance requirements (TCPA, FCC)
KPI-driven operational mindset
Execution-focused operator
Strong accountability and follow-through
Comfortable managing vendors and driving results

The expected salary range for this position is $120,000 USD to $160,000 USD annually. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. The salary may be adjusted based on applicant's geographic location. The position is also eligible to receive performance bonus or commission and equity in the form of restricted stock units. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits; (2) retirement benefits; (3) the amount of paid days off (paid sick leave, parental leave, paid time off, or vacation benefits); (4) any other tax-reportable benefits.

#LI-ONSITE

QuinStreet is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity or any other characteristics protected by law.

Please see QuinStreet’s Employee Privacy Notice here.

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