# Quality Assurance Manager

**Company:** [Order.co](https://hotfix.jobs/companies/orderco)
**Location:** Remote
**Role:** Customer Success
**Salary:** $135k – $150k/yr
**Experience:** 4+ years
**Skills:** AI, quality assurance, Customer Support, voice of customer, customer experience, Zendesk, Intercom, gladly, Data Analysis, csat, support operations, Process Design
**Posted:** 2026-08-12

> Builds and leads a data-driven quality assurance program for customer support, covering human and AI interactions. The role analyzes ticket trends, coaches support teams, and influences product and operational improvements; it requires 4+ years of support QA, CX insights, or support operations experience.

## Job Description

## 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.

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