Manager - Quality & Customer Insights (Remote)

Frontier Airlines • Denver, CO

1d • $72,000 - $96,331 • Remote

About The Position

The Manager, Quality and Customer Insights leads quality performance, compliance, and insights strategy across all Customer Care vendor operations and internal support channels. This role owns the QA framework, calibration, audit programs, customer experience measurement, and performance insights that translate quality trends, customer pain points, defects, CSAT/VOC insights, escalation data, regulatory complaints, and operational KPIs into actionable coaching, behavior change, and operational improvements.

Requirements

• High school diploma or equivalent required; bachelor’s degree in Business, Operations, Aviation Management, Customer Experience, Analytics, or related field preferred.
• Minimum of five years of experience in Customer Care, Quality Assurance, Customer Experience, Operations, Vendor Management, or a high-volume service environment required.
• Experience analyzing operational performance, customer feedback, complaint trends, CSAT/NPS data, and root cause drivers required.

Nice To Haves

• Experience leading QA, VOC, complaint management, customer recovery, or CX programs in airline, travel, hospitality, BPO, or contact center environments preferred.
• Experience working with outsourced contact center partners and managing vendor performance expectations preferred.
• Experience preparing executive-level summaries, business insights, dashboards, and performance recommendations preferred.
• Proficiency with Microsoft Office applications and familiarity with reporting, dashboarding, analytics, quality management, CRM, or contact center platforms preferred.

Responsibilities

• Develop, lead, and govern the Customer Care Quality Assurance framework, calibration routines, audit programs, and evaluation standards across BPO partners, sites, channels, and support teams.
• Ensure consistency of evaluation standards, compliance expectations, scorecard governance, policy adherence, and customer interaction assessments across all vendor operations.
• Analyze QA results, quality trends, defects, customer complaints, escalations, regulatory complaints, survey feedback, CSAT performance, VOC insights, and operational KPIs to identify root causes impacting customer experience.
• Translate quality insights, customer pain points, and performance trends into actionable coaching, behavior-change plans, corrective actions, and operational improvements.
• Produce executive-ready dashboards, vendor quality reviews, complaint trend reporting, root cause summaries, performance narratives, and leadership insights that influence operational priorities and improvement plans.
• Lead quality governance across BPO vendor partners, including monthly and quarterly quality reviews, corrective action tracking, audit follow-up, and performance improvement routines.
• Partner with Vendor Operations, Training, Workforce Management, Customer Advocacy, Airport Operations, Revenue Operations, Digital Experience, Loyalty, BPO partners, and senior leadership to drive behavior change, remove customer friction points, and improve resolution quality.
• Identify opportunities to reduce customer effort, repeat contacts, escalations, complaint volume, policy confusion, process defects, compliance risk, and customer dissatisfaction.
• Provide quality observations and customer insights that inform training curriculum, coaching plans, knowledge management updates, readiness initiatives, and frontline performance improvement.
• Support special projects related to Customer Care transformation, customer recovery, digital self-service, automation, agent enablement, process simplification, and contact reduction.
• Participate in cross-functional meetings, business reviews, and operational readiness discussions as a Customer Care quality and insights representative.
• Assist with ad hoc executive readouts, leadership updates, business cases, and operational summaries as needed.
• Perform other duties as assigned.

Benefits

• Medical, dental and vision coverage
• 401(k) retirement savings options
• Paid holidays, vacation time and sick time
• Travel privileges on Frontier Airlines and participating partner airlines, based on current program rules and availability
• Buddy passes, based on eligibility and program rules
• Travel-related discounts and employee discounts on select products, services and vendors
• Employee support programs and resources, including the HOPE League, Frontier Airlines’ nonprofit organization

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED