Manager, Quality Assurance

What You Will Work On

• Develop and maintain quality evaluation standards that align with organizational customer experience goals
• Ensure quality frameworks remain consistent, transparent, and applied fairly across teams
• Partner with leadership to evolve quality standards as customer experience priorities evolve
• Oversee governance of AI-assisted quality monitoring systems
• Establish auditing processes to ensure AI-generated evaluations remain accurate and aligned with evaluation standards
• Partner with internal stakeholders to continuously improve quality measurement practices
• Lead calibration programs to ensure consistent interpretation and application of quality standards
• Monitor scoring variance across teams and evaluators
• Ensure quality evaluations remain objective, consistent, and trusted by leadership and frontline teams
• Lead and develop a team of QA Analysts responsible for interaction evaluations and AI audit processes
• Partner with Continuous Improvement and CX Operations teams to ensure quality insights translate into meaningful improvement initiatives
• Collaborate with CX leadership to ensure quality governance aligns with broader customer experience strategy
• Provide guidance, coaching, and performance management to ensure high-quality analysis and reporting
• Foster a culture of curiosity, accountability, and continuous learning within the QA team

How You Will Do Your Work

Foundational competencies include:

• Consultative approach focused on building relationships, understanding problems, and developing solutions
• Taking responsibility and accountability for decisions, actions, and behaviors
• Adaptability to adjust approach in response to external changes
• Solution-oriented mindset to identify root causes and provide better ways of doing things
• Curiosity and desire to learn, grow, and understand

All team members align behaviors to core values: Camaraderie, Openness, Grit, Integrity, Simplicity.

Qualifications

• 5+ years of experience in Quality Assurance, Customer Experience, or Customer Success operations
• 2–3 years of experience managing teams within quality, performance, or operational environments
• Strong analytical skills and experience working with performance or quality evaluation data
• Experience developing or managing quality frameworks and calibration practices
• Experience working with quality monitoring platforms or similar evaluation tools
• Strong communication and stakeholder management skills
• Ability to translate insights into meaningful recommendations for leadership
• Proficient in Google Suite, CRM, and customer service communication platforms

Nice-to-haves

• Zendesk, Gong, Talkdesk, Medallia, and Maestro QA (or similar Quality Management software)