Quality Assurance Manager

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

📋 Description

• Develop and implement the Customer Support quality initiative, encompassing scorecards, sampling methodologies, calibration, and review schedules.

• Include both agent teams and automation tools within the quality initiative.

• Utilize AI technologies to oversee 100% of customer interactions, including those managed by AI without human involvement.

• Establish and monitor support effectiveness metrics like quality scores, CSAT/VOC trends, and resolution accuracy.

• Present quality and effectiveness metrics to senior leadership.

• Evaluate individual interactions to uncover coaching opportunities.

• Collaborate with team leaders and managers to offer actionable feedback to support agents.

• Examine support tickets to pinpoint recurring customer issues, bugs, and friction points.

• Develop ongoing processes that provide insights throughout the organization.

• Convert data into strategic recommendations for support teams and cross-functional partners.

• Create calibration processes to ensure consistent quality standards across reviewers and channels.

• Continuously enhance the quality initiative based on business requirements, agent feedback, and changes in technology, products, and processes.

⛳️ Requirements

• Over 4 years of experience in customer support QA, Voice of Customer, CX insights, or support operations.

• Proven experience in establishing or expanding a quality program from the ground up.

• Strong analytical abilities to assess ticket data, recognize patterns, and develop compelling narratives.

• Exceptional written and verbal communication skills.

• Experience in presenting to senior and executive stakeholders.

• Capability to provide constructive and specific coaching guidance.

• Proven track record of cross-functional influence across Product, Support, and leadership teams.

• Practical experience with AI-enabled quality monitoring or a strong perspective on integrating AI into support quality.

• Familiarity with support tools such as Zendesk, Intercom, or Gladly is advantageous.

• Knowledge of QA and analytics platforms is a plus.

• Experience in a high-growth SaaS or B2B setting.

• Background in process design or operations is desirable.

🏝️ Benefits

• A competitive compensation package that includes equity.

• Employer-sponsored 401(k) with matching contributions.

• Comprehensive coverage for medical, dental, and vision expenses.

• Flexible time-off policy.

• Remote work options as specified for this position.

• Opportunity to develop and scale a vital function within a rapidly growing fintech company.