Quality Assurance Manager (Onsite | Tallahassee, FL - People First Call Center)

Strada•Tallahassee, FL

5d•Onsite

About The Position

Strada is seeking a hands-on Quality Assurance Manager to lead a small team responsible for evaluating and improving service and business processes supporting the People First Call Center. The role oversees a quality assurance program across all service centers providing services for the call center. The manager audits customer service interactions, business processes, and knowledge management system (KMS) content; identifies gaps and improvement opportunities; and works with operational partners to strengthen consistency, accuracy, and the customer experience. The role manages and develops QA analysts while maintaining appropriate independence from day-to-day call center operations. The manager develops and continuously improves QA practices, establishes evaluation criteria and reporting standards, analyzes audit results, communicates findings, coordinates corrective actions, and maintains organized records. The role also protects confidential customer and program information in accordance with applicable policies and contract requirements. The position is onsite in Tallahassee, Florida. Strada offers a competitive total rewards package, continuing education and training, and potential for growth. The posted salary range is $0.00–$0.00; compensation decisions are individualized based on factors including experience, education, credentials, market data, internal equity, and geography. Bonus or incentive eligibility depends on role and level. Offers are contingent on applicable background checks. Candidates must have current and future work authorization in the country of application without requiring visa sponsorship.

Requirements

Bachelor’s degree in business, communications, public administration, or a related field; equivalent relevant experience may be considered.
At least five years of experience in quality assurance, quality monitoring, process improvement, or customer service operations.
At least two years of experience leading, coaching, or coordinating the work of others.
Experience auditing call center or customer service interactions and evaluating operational processes.
Ability to develop or improve QA criteria, scorecards, audit workflows, and reporting.
Strong analytical skills, including the ability to identify patterns and turn findings into practical recommendations.
Excellent written and verbal communication skills.
Strong organization and follow-through, including the ability to manage findings and corrective actions across multiple teams.
Proficiency with standard office and reporting tools.
Current and future work authorization in the country of application without the need for visa sponsorship.

Nice To Haves

Experience supporting a large customer service operation.
Familiarity with knowledge management systems and controlled documentation.
Experience with call center quality platforms, performance metrics, or root cause analysis.
Familiarity with continuous improvement methods such as Lean, Six Sigma, or similar approaches.

Responsibilities

Lead and support at least two QA analysts by setting priorities, reviewing work, coaching, and providing performance feedback.
Develop, maintain, and continuously improve a structured QA program for service provider oversight and customer service support.
Audit and evaluate business processes, customer service practices, and KMS content across service centers supporting the People First Call Center.
Establish evaluation criteria, sampling approaches, documentation standards, and reporting practices.
Analyze audit results and trends to identify recurring errors, process weaknesses, training needs, and customer experience issues.
Communicate findings and recommendations to operational and client stakeholders.
Partner with service center leadership, training, operations, and knowledge management teams to support corrective actions and continuous improvement.
Identify processes that need documentation or updates and coordinate development with process owners.
Review KMS materials for accuracy, completeness, usability, and alignment with approved procedures.
Track corrective actions and follow up to assess whether changes address identified issues.
Recommend practical improvements informed by quality assurance and customer service practices.
Maintain organized audit records, trend reports, and supporting documentation.
Protect confidential customer and program information in accordance with applicable policies and contract requirements.