Manager - Quality Assurance

Everise•Work from Home Alabama, AL

About The Position

The Quality Manager leads and manages the Quality Assurance function across assigned programs, ensuring compliance with client requirements, operational standards, and organizational objectives. The role drives quality excellence through audit governance, performance analytics, calibration management, coaching strategies, and continuous improvement initiatives. It partners with Operations, Training, Workforce Management, Client Services, and other support functions to improve customer experience, operational performance, and business outcomes. The position is accountable for meeting quality targets, maintaining audit integrity, and providing strategic insights to stakeholders and clients. The Quality Manager oversees QA teams and quality monitoring across voice, chat, email, social media, and back-office transactions. Responsibilities include ensuring audit coverage, evaluation accuracy, scoring consistency, timely audits and reporting, and effective quality governance. The role analyzes performance metrics, develops dashboards and reports, presents insights to clients and senior stakeholders, manages quality-related escalations, and leads calibration, compliance, coaching, and continuous improvement initiatives. It also oversees QA team hiring and development, performance management, workforce planning, scheduling, and resource allocation. The role supports multi-site or global operations and may be performed onsite, hybrid, or remotely according to business needs. Shifting schedules, weekends, and holidays may be required, and occasional travel may be needed for client meetings, business reviews, and operational support.

Requirements

Bachelor’s degree in any discipline; equivalent work experience may be considered in lieu of a degree.
5–7 years of experience in a BPO or contact center environment.
2–3 years of leadership experience managing Quality Assurance teams.
Experience managing multiple programs, clients, or lines of business.
Experience presenting performance reviews and business insights to senior leadership and clients.
People management and team development skills.
Coaching and mentoring skills.
Change management skills.
Stakeholder management, decision-making, and problem-solving skills.
Knowledge of quality management methodologies, Root Cause Analysis (RCA), process improvement techniques, data analytics and reporting, and audit and compliance management.
Strong business acumen, strategic thinking, project management, client relationship management, and risk assessment and mitigation skills.
Proficiency with advanced Microsoft Excel, PowerPoint, Power BI and reporting tools, quality monitoring systems, CRM and contact center platforms, Microsoft Teams, and SharePoint.
Amenable to shifting schedules, weekends, and holidays as business requires.
Ability to support multi-site or global operations.

Nice To Haves

Six Sigma Green Belt, Black Belt, or Lean Certification.
COPC Certification.
Customer Experience (CX) Certification.
Project Management Certification (PMP, CAPM, or equivalent).
Experience supporting multi-channel customer support environments.
Ability to travel occasionally for client meetings, business reviews, and operational support.

Responsibilities

Develop and execute quality assurance strategies aligned with client and organizational goals.
Lead QA Leads and Quality Assurance Representatives (QARs), and establish quality governance processes, standards, and performance expectations.
Promote quality, accountability, and continuous improvement, ensuring consistent implementation of quality frameworks across programs and sites.
Oversee quality monitoring for voice, chat, email, social media, and back-office transactions.
Ensure audit coverage meets client and contractual requirements, and ensure timely completion of audits, feedback sessions, and reporting.
Monitor evaluation accuracy and scoring consistency through regular calibrations.
Review and validate quality trends and performance drivers.
Analyze quality metrics, customer experience indicators, and operational KPIs; identify trends, gaps, risks, and opportunities.
Prepare and present executive summaries, business reviews, client presentations, dashboards, and scorecards.
Provide actionable insights related to QA Score, CSAT, NPS, FCR, compliance, and Customer Effort.
Serve as the primary Quality point of contact for clients and internal stakeholders and participate in business reviews, governance meetings, and operational discussions.
Present quality performance, action plans, and continuous improvement initiatives to clients; build partnerships with Operations, Training, and Client Services.
Manage escalations related to quality concerns and customer experience issues.
Partner with Operations leaders on targeted performance improvement plans and provide data-driven recommendations to support coaching effectiveness.
Oversee action plans for underperforming teams, programs, or individuals; monitor intervention effectiveness and facilitate quality workshops and best-practice sharing.
Lead internal and client calibration sessions to ensure scoring alignment.
Ensure compliance with client requirements, regulatory standards, and company policies; maintain quality documentation, audit processes, and governance controls.
Identify compliance risks, implement corrective actions, and support internal and external quality audits.
Drive Root Cause Analysis (RCA) and continuous improvement initiatives, partnering with Training and Operations to address systemic performance issues.
Lead process improvement projects focused on customer experience and operational efficiency; recommend enhancements to scorecards, audit processes, and quality methodologies.
Support program launches, transitions, and client implementations.
Recruit, develop, and retain QA team members; conduct performance reviews, coaching, and career development discussions.
Manage workforce planning, scheduling, and resource allocation for QA personnel.
Promote employee engagement and a positive team environment, and ensure team adherence to productivity, quality, and attendance expectations.