Quality Assurance and Learning Manager

Job Summary

To build and manage a comprehensive quality assurance, knowledge management, and learning development system, the full-time Quality Assurance and Learning Manager will oversee QA processes, maintain accurate knowledge bases, and design training programs for both in-house agents and outsourced partners in a remote setting.

Key responsibilities

• Define and implement a QA scorecard, conducting audits and calibrating scoring standards across teams
• Develop an AI-assisted QA program to enhance conversation reviews and drive actionable insights
• Design and execute onboarding and ongoing training programs while translating QA findings into updated training modules and content

Required qualifications

• 6+ years of experience in QA, knowledge management, or learning development within a support organization
• Proven track record of building QA, content, or L&D programs from the ground up
• Experience managing programs across in-house and outsourced teams while maintaining quality standards
• Strong writing skills for creating effective help center articles and training materials
• Hands-on experience with QA platforms, LMS, and help center CMS