Senior Quality Assurance Manager

This is a fully remote position, open to applicants in Alabama, +4 more states.

📋 Description

• Oversee the comprehensive quality framework, which encompasses monitoring methodologies, scorecards, evaluation processes, sampling plans, quality standards, and calibration.

• Ensure compliance with client quality standards, SLAs, contractual obligations, and essential metrics such as QA Score, CSAT, NPS, FCR, AHT, and accuracy of compliance.

• Evaluate quality, operational, transactional, and customer feedback data to uncover trends, identify root causes, performance gaps, and opportunities for enhancement.

• Facilitate root cause investigations, develop corrective and preventive action plans, and lead continuous improvement efforts utilizing Lean, Six Sigma, DMAIC, Kaizen, and similar methodologies.

• Collaborate with Operations, Training, WFM, IT, and other stakeholders to bridge performance and capability gaps while enhancing customer experience.

• Propel automation and AI-driven quality monitoring solutions, including speech/text analytics and automated quality assurance.

• Deliver presentations on quality performance, trends, recommendations, and improvement initiatives during client business reviews, such as WBRs, MBRs, and QBRs.

• Handle quality-related client escalations and act as a trusted advisor on matters of quality and customer experience.

• Take the lead on quality for new program launches, transitions, ramp-ups, readiness assessments, and stabilization efforts.

• Ensure adherence to regulatory, contractual, and client requirements, including HIPAA, PCI-DSS, GDPR, ISO 9001, and data privacy standards.

• Maintain audit readiness, SOPs, quality documentation, process controls, and data integrity.

• Lead, mentor, and cultivate the skills of Quality Analysts, Supervisors, Managers, and other members of the Quality team.

⛳️ Requirements

• Bachelor’s degree in Business, Engineering, Statistics, or a related discipline; equivalent professional experience will be considered.

• A minimum of 8 years of experience in Quality Management within BPO, CX outsourcing, or contact center settings.

• At least 3 years of leadership experience managing Quality teams.

• Proven experience in overseeing multi-site or multi-program quality operations, including launches, transitions, and ramp-ups.

• Strong client-facing experience, particularly in business reviews and handling quality-related escalations.

• In-depth knowledge of Lean, Six Sigma, DMAIC, RCA, CAPA, and continuous improvement; Six Sigma Black Belt is preferred.

• Proficient in advanced Excel and experienced with BI/reporting tools such as Power BI or Tableau.

• Familiarity with QA platforms, automated QA, and tools for speech/text analytics.

• Solid understanding of contact center KPIs, quality monitoring, calibration, and compliance requirements.

• Exceptional analytical, communication, presentation, and cross-functional leadership abilities.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• Disability coverage

• 401k

• Paid time off

• Potential commission earnings based on the specific role

• Additional benefit programs may be available depending on the specific role