Quality Assurance Manager

This is a fully remote position, open to applicants in Alabama.

📋 Description

• Formulate and implement quality assurance strategies that align with both client and organizational objectives.

• Supervise QA Leads and Quality Assurance Representatives.

• Create and enforce quality governance processes, standards, and performance expectations.

• Manage quality monitoring across voice, chat, email, social media, and back-office transactions.

• Ensure comprehensive audit coverage, evaluation accuracy, consistency in scoring, and timely completion of audits along with feedback sessions.

• Evaluate quality metrics, customer experience indicators, and operational KPIs.

• Prepare executive summaries, business reviews, client presentations, dashboards, and scorecards.

• Act as the main Quality point of contact for clients and internal stakeholders.

• Address quality-related escalations and customer experience challenges.

• Implement targeted performance improvement strategies and oversee quality action initiatives.

• Conduct quality workshops and sessions for sharing best practices.

• Facilitate calibration sessions while maintaining compliance documentation, audit processes, and governance controls.

• Assist with internal and external quality audits.

• Lead Root Cause Analysis and initiatives aimed at continuous improvement.

• Oversee process improvement projects that enhance customer experience and operational efficiency.

• Support program launches, transitions, and client implementations.

• Recruit, nurture, and retain high-performing QA teams.

• Conduct performance evaluations, coaching sessions, and discussions on career development.

• Oversee workforce planning, scheduling, and resource allocation for QA personnel.

• Foster employee engagement and ensure compliance with productivity, quality, and attendance standards.

⛳️ Requirements

• Bachelor’s degree in any field; equivalent work experience may be accepted in place of a degree.

• At least 5-7 years of experience in a BPO or Contact Center setting.

• Minimum of 2-3 years of leadership experience managing Quality Assurance teams.

• Demonstrated experience managing multiple programs, clients, or lines of business.

• Proven ability to present performance evaluations and business insights to senior leadership and clients.

• Skills in people management and team development.

• Experience in coaching and mentoring.

• Proficiency in change management.

• Strong stakeholder management skills.

• Excellent decision-making and problem-solving abilities.

• Familiarity with quality management methodologies.

• Knowledge of Root Cause Analysis (RCA).

• Expertise in process improvement techniques.

• Proficient in data analytics and reporting.

• Experience in audit and compliance management.

• Strong business acumen and strategic thinking capabilities.

• Skills in project management.

• Experience in client relationship management.

• Proficiency in risk assessment and mitigation.

• Advanced skills in Microsoft Excel.

• Proficient in PowerPoint.

• Experience with Power BI and reporting tools.

• Familiarity with quality monitoring systems.

• Experience with CRM and contact center platforms.

• Proficient in Microsoft Teams and SharePoint.

• Flexible to work shifts, weekends, and holidays as required by the business.

• Ability to support multi-site or global operations.

• Six Sigma Green Belt, Black Belt, or Lean Certification is preferred.

• COPC Certification is preferred.

• Customer Experience (CX) Certification is preferred.

• Project Management Certification (PMP, CAPM, or equivalent) is preferred.

• Experience in multi-channel customer support environments is preferred.

🏝️ Benefits

• Comprehensive work-from-home program.

• Recognized as a Best Place to Work with an employee-focused culture.

• A diverse, people-first workplace environment.

• Opportunities for professional and career development discussions.

• Access to coaching, mentoring, and performance feedback.

• Occasional travel for client meetings, business reviews, and operational support.