Are you passionate about driving excellence in customer experience and ensuring compliance at every level? As the Senior Quality Assurance Manager, you will lead a high-impact team within our Customer Advocacy division, focusing on the most critical and escalated customer complaints – those that reach executive leadership, regulators, and state agencies. Your mission: safeguard quality, mitigate risk, and champion the voice of the customer. This role goes beyond traditional quality control. You’ll manage a team of 5-10 dedicated professionals who validate written and verbal escalated, high risk complaint responses for accuracy, clarity, and compliance, while developing and enhancing the complaint program quality framework. The independent quality control function should work with leaders to raise the bar on quality and help increase quality resolutions in service to customer and managing risk. You’ll collaborate closely with Compliance, Legal, Risk, and Root Cause teams to strengthen processes, enhance controls, and ensure regulatory adherence. If you thrive in a fast-paced environment where precision and leadership matter, this is your opportunity to make a measurable impact.