# Manager, Quality Assurance

**Company:** [Justworks](https://hotfix.jobs/companies/justworks)
**Location:** New York, NY
**Role:** QA Engineering
**Salary:** $109k – $136k/yr
**Experience:** 5+ years
**Skills:** quality assurance, quality frameworks, calibration practices, ai quality monitoring, Performance Management, Stakeholder Management, Google Workspace, CRM, Zendesk, Gong, talkdesk, medallia, maestro qa
**Posted:** 2026-07-16

> Lead a QA team to develop, maintain, and govern quality evaluation standards and AI-assisted monitoring systems for customer experience operations. Requires 5+ years in QA/CX operations and 2-3 years managing teams, with strong analytical and stakeholder skills.

## Job Description

## 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)

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