Quality Assurance Manager

Viasat, Inc. • Englewood, CO

4d • Hybrid

About The Position

We are thrilled to announce an exciting opportunity for a Quality Assurance Manager to join our dynamic team in Englewood, CO! This hybrid role offers the unique blend of working collaboratively within our Englewood office and the flexibility of remote work.
As the Quality Assurance Manager, you'll drive strategy, operations, and continuous improvement for multiple lines of business by owning and leading quality programs for both internal and external agent groups. In this role, you'll oversee QA programs across multiple internal teams and external call center sites. You'll collaborate with business partners across the company to develop quality programs that meet their needs. You will partner with both in-house and external customer care teams to monitor the success of agent training and ensure they are meeting critical metrics. You will also help your team of QA leaders grow and succeed. Every day you will work to highlight the needs of the customer to develop a care experience that is positive, effective, and drives customer success.
Join a team of “A-players” who are passionate about delivering an exceptional customer and agent experience, supporting their teammates and creating a positive, engaging environment to learn new skills and grow. If you love taking on new challenges, collaborating across fields, and be a motivator for change, we want you to join us!

Requirements

• 5+ years in Customer Support, Quality Assurance, or related operations roles.
• 2+ years of people management experience.
• Occasional flexibility with working hours to support teams in international time zones.
• Experience developing and executing quality or operations strategy at scale.
• Experience managing QA programs across internal and partner or vendor sites.
• Expertise with quality management systems.
• Strong strategic thinking and analytical skills.
• Excellent communication with ability to work with senior leaders across departments.

Nice To Haves

• Background in vendor management is preferred.

Responsibilities

• Lead and mentor a team of QA leads, fostering leadership development, accountability, and operational excellence.
• Partner with different business areas to define and implement a global QA strategy.
• Ensure internal and partner QA programs operate consistently and meet high standards globally.
• Use insights from QA programs to influence customer experience, operational processes, and quality standards.
• Represent QA in cross functional initiatives that impact operations or product.
• Lead performance oversight for external partners, including onboarding, calibration, and ongoing monitoring.
• Assist with administration of our quality assurance software program NiCE QC.
• Identify and orchestrate initiatives that increase QA efficiency and consistency.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed