Process Manager - QA Audit

Job Summary

Focused on root-cause analysis and quality assurance, the full-time Process Manager - QA Audit will manage escalations, analyze ticket data, and implement process improvements in a remote work environment.

Key responsibilities

• Diagnose and address the root causes of escalations, ensuring effective resolution and improved performance metrics
• Oversee the quality assurance and auditing processes, including the creation of standard operating procedures and workflows
• Communicate effectively with cross-functional teams to ensure that identified issues are addressed and resolved promptly

Required qualifications

• 5-10 years of experience in customer-support operations, quality assurance, or compliance auditing
• Proven ability to run high-volume, rule-bound workflows and identify root causes of recurring escalations
• Exceptional written communication skills with experience in high-volume customer correspondence
• Experience in auditing workflows and implementing effective solutions based on findings
• Proficiency in querying and interpreting data using SQL, Trino, or BI tools