Senior Quality Manager

Job Summary

To lead the quality program across high-stakes Community Support functions, the full-time Senior Quality Manager will manage strategic initiatives, oversee quality execution, and foster stakeholder partnerships while working remotely in the United States.

Key responsibilities

• Own and execute the Specialty quality strategy, aligning with stakeholders and driving measurable impact
• Oversee QA evaluation execution and lead root cause analysis on systemic failures, translating findings into actionable recommendations
• Establish automated KPI reporting and implement an NPS/predictive NPS analysis framework for real-time insights

Required qualifications

• 12+ years in Customer/Community Support, Quality, Operations, or Trust & Safety, with experience in high-stakes environments
• Bachelor's Degree in a related field; MBA or Master's preferred
• Proven experience in building or transforming quality programs for complex support functions
• Deep expertise in quality methodologies such as COPC, AQS, Six Sigma, and Lean
• Experience managing globally distributed quality teams and deploying AI/ML assisted QA tools