Quality Assurance Manager

Responsibilities

• Design and launch a Customer Support quality program, including scorecards, sampling methodology, calibration, and review cadence for agent teams and automation tools.
• Use AI tools to monitor 100% of customer interactions, including AI-handled conversations without human involvement.
• Define and track support effectiveness metrics such as quality scores, CSAT and Voice of Customer trends, and resolution accuracy; report findings to leadership.
• Review interactions to identify coaching opportunities and partner with team leads and managers to provide actionable feedback to support agents.
• Analyze support tickets to identify recurring customer pain points, bugs, and friction.
• Build recurring processes that deliver insights and recommendations to support teams and cross-functional partners.
• Establish calibration processes for consistent quality standards across reviewers and channels.
• Refine the quality program based on business needs, agent feedback, and changes in technology, products, and processes.

Requirements

• 4+ years of experience in customer support QA, Voice of Customer, CX insights, or support operations.
• Experience building or scaling a quality program from scratch.
• Strong analytical skills, including the ability to identify patterns in ticket data and communicate compelling narratives.
• Excellent written and verbal communication, including presentations to senior and executive audiences.
• Coaching mindset with the ability to turn identified gaps into constructive, specific guidance.
• Track record of cross-functional influence across Product, Support, and leadership teams.
• Hands-on experience with AI-enabled quality monitoring or a strong perspective on applying AI to support quality.
• Experience in a high-growth SaaS or B2B environment.

Nice-to-haves

• Familiarity with Zendesk, Intercom, Gladly, and QA or analytics platforms.
• Background in process design or operations.

Compensation and Benefits

• Annual salary range of $135,000-$150,000, with actual compensation and title based on experience, qualifications, knowledge, and skills.
• Equity.
• Employer-sponsored 401(k) with match.
• Comprehensive medical, dental, and vision coverage.
• Flexible time off.
• Hybrid work environment.
• Opportunity to build and scale a critical function at a high-growth fintech company.