Quality Assurance Manager

Job Summary

Leading Quality Assurance teams in a full-time remote capacity, the CX Quality Assurance Manager will ensure customer interactions meet quality and compliance standards while analyzing performance data to drive operational improvements.

Key responsibilities

• Lead and develop Quality Assurance teams for contact center operations, establishing performance expectations and accountability
• Oversee quality monitoring and calibration practices to ensure compliance with client requirements and regulations
• Analyze quality and operational data to identify trends and implement actionable recommendations for improvement

Required qualifications

• Minimum of five years of contact center experience, including leadership roles in complex service environments
• At least three years of experience in contact center Quality Assurance, including quality monitoring responsibilities
• Demonstrated ability to lead QA teams and establish performance expectations
• Strong analytical skills with experience in root cause analysis and translating findings into business recommendations
• Working knowledge of NICE CXone, Verint, Microsoft Excel, and other quality technologies; Six Sigma or similar certification preferred