Senior Quality Assurance Manager

Job Summary

Leading the end-to-end quality management framework, the full-time Senior Quality Assurance Manager will ensure consistent customer experience and operational performance while working remotely across various states.

Key responsibilities

• Manage the quality framework, including monitoring methodologies, evaluation processes, and quality standards
• Analyze quality and customer feedback data to identify trends and improvement opportunities
• Lead continuous improvement initiatives using methodologies such as Lean and Six Sigma while partnering with cross-functional teams

Required qualifications

• Bachelor's degree in Business, Engineering, Statistics, or a related field; equivalent experience considered
• 8+ years of Quality Management experience in BPO, CX outsourcing, or contact center environments
• 3+ years of people leadership experience managing Quality teams
• Strong knowledge of Lean, Six Sigma, and continuous improvement methodologies; Six Sigma Black Belt preferred
• Advanced Excel skills and experience with BI/reporting tools such as Power BI or Tableau