Quality Assurance Manager

Job Summary

To build and scale a comprehensive Quality Assurance program, the full-time remote Quality Assurance Manager will lead QA initiatives across in-house teams and BPO partners, focusing on enhancing customer experience through innovative quality measures and AI integration.

Key responsibilities:

• Lead the development and continuous improvement of the Quality Assurance program across internal teams and BPO partners
• Manage and mentor the Senior QA Associate, ensuring consistent quality standards and effective coaching
• Analyze QA performance and customer feedback to deliver actionable insights for CX leadership and cross-functional partners

Required qualifications:

• 4-6+ years of experience in CX Quality, QA, or CX Operations, with at least 3 years in a leadership role
• Proven experience in building a QA function from the ground up
• Strong analytical skills with hands-on experience auditing AI/automation workflows
• Ability to influence cross-functional teams without direct authority
• Familiarity with Agent Assist, Siena, and Kustomer is a plus