Quality Assurance Manager - NA Customer Care

Stellantis•Auburn Hills, MI

About The Position

The Quality Assurance (QA) Manager for North America Customer Care is responsible for leading the strategy, governance, and execution of all Quality Assurance processes across Customer Care contact channels. This role ensures consistent delivery of a world‑class customer experience by defining quality standards, monitoring performance, enabling operational improvement, and driving alignment between Customer Experience (CX), Customer Care Operations, and key supplier partners. The QA Manager oversees the end‑to‑end quality ecosystem—quality form development, calibration routines, survey design, speech/text analytics monitoring, and correlation of quality attributes to customer satisfaction outcomes. The role also serves as the steward of the North America NSAT survey structure, ensuring global alignment, methodological integrity, and actionable insights. Additionally, the QA Manager leads several emerging and enterprise‑critical functions, including: 1. Management and coordination of call listening procurement, curation, and delivery for “From the Headset” leadership reviews and all ad hoc leadership listening requests. 2. Integration of Qualtrics Intelligent Monitoring leading‑indicator insights into everyday operations, with regular reporting to Mopar Leadership. 3. Deep‑dive analysis of escalations and emerging issue patterns to drive systemic corrective actions and measure long‑term outcome prevention. 4. Providing subject‑matter leadership in the development, training, and quality monitoring of GenAI tools as they scale within Customer Care.

Requirements

Bachelor’s degree
Excellent organizational, written, and verbal communication skills
Demonstrated experience in business process optimization
Strong ability to analyze quality and operational performance metrics
Ability to communicate problem‑solving concepts visually and verbally across all organizational levels
Previous performance management or operational leadership experience
Ability to collaborate effectively across leadership, operational, and cross‑functional teams
Proficiency in Microsoft Teams, Outlook, PowerPoint, Excel, and other Microsoft applications

Nice To Haves

Experience in customer service, customer relations, or contact center operations
Certification in project management and/or data analytics
Demonstrated ability to coach, mentor, or develop team members
Experience managing supplier performance and quality outcomes
Proficiency with call center technologies, Salesforce, Power BI dashboards, and speech/text analytics tools

Responsibilities

Quality Program Leadership: Lead the design, development, and ongoing refinement of QA assessment forms, scoring structures, and evaluation guidelines.
Oversee administration of all QA processes, including calibration sessions, monitoring cycles, and cross‑functional review sessions.
Ensure alignment of QA methodology with global Stellantis standards and North America NSAT survey requirements.
Provide analytics and insights to translate QA and NSAT results into tangible agent‑behavior improvements and operational enhancements.
Call Listening Procurement, Curation & Executive Review Support: Direct and manage all call‑listening procurement activities and curate audio selections for “From the Headset” leadership reviews.
Respond to ad hoc requests for targeted or random call listening, ensuring rapid identification of representative customer interactions.
Partner with leadership to frame key call‑listening themes, performance gaps, and improvement opportunities.
Qualtrics Intelligent Monitoring Integration: Lead the integration of Qualtrics Intelligent Monitoring into all QA and operational reporting routines.
Build leading‑indicator dashboards, analyses, and insights to identify emerging risks and performance trends.
Deliver regular reporting and insights to Mopar Leadership, tying Intelligent Monitoring outcomes to customer experience strategies.
Escalation Deep‑Dive & Emerging Issue Prevention: Conduct detailed root‑cause reviews of escalations, high‑impact complaints, and emerging issue patterns across channels.
Partner with Operations, Training, Knowledge, and Process Development to create closed‑loop corrective action plans.
Establish measurable objectives to track and validate prevention of repeat issues, ensuring long‑term systemic improvement.
GenAI Tools Development & Quality Governance: Play a key role in defining quality criteria for GenAI‑enabled customer interactions as the ecosystem evolves.
Partner with ICT, Process Development, and CX teams to evaluate GenAI outputs, refine behavior models, and ensure accuracy and compliance.
Develop a framework for GenAI quality monitoring, incorporating fairness, consistency, and continuous learning.
Cross‑Functional Collaboration & Continuous Improvement: Partner with ICT to design and implement new business process optimization tools, automation enhancements, and AI‑driven monitoring capabilities.
Utilize speech and text analytics to expand automated transaction monitoring, significantly increasing contact coverage and insight generation.
Provide results‑driven recommendations for training, onboarding, coaching, team huddles, and CI initiatives.
Benchmark Stellantis teams and external best‑in‑class organizations to advance QA maturity.
Communication & Reporting: Deliver clear, concise communication of QA findings, NSAT results, speech/text analytics insights, and operational risks to key stakeholders.
Present trends, opportunities, and readiness assessments to Customer Care leadership and cross‑functional business partners.
Maintain structured and timely reporting routines that enable data‑driven decision‑making at all levels.