QA Program Manager

Job Summary

A company is looking for a QA Program Manager, Customer Experience.

Key Responsibilities

• Own the Global Quality Strategy by designing and maintaining quality rubrics and audit standards
• Lead the administration and optimization of MaestroQA and Zendesk to maximize value
• Oversee quality programs of external BPO partners and conduct calibration sessions to meet quality KPIs

Required Qualifications

• 5+ years of experience in Customer Support Operations or Quality Assurance
• Expert-level knowledge of Zendesk and MaestroQA or equivalent platforms
• Proficient in SQL and data visualization tools for analyzing performance trends
• Ability to present high-level strategies and conduct detailed audits
• Strong ability to influence and align stakeholders across different cultures and time zones