Senior Quality Assurance & Training Manager

Quo

5h•$118,000 - $131,000

About The Position

The Senior Quality Assurance & Training Manager will own the strategy, execution, and continuous evolution of quality assurance and training programs that enable high-performing customer support teams across OpenPhone employees and BPO partners. This role is responsible not only for designing and delivering effective training and QA programs, but also for scaling impact through systems, data, and AI-driven innovation. As a senior individual contributor and functional lead, this role will define best practices, pilot new approaches, and serve as a thought partner to CX leadership on how quality, coaching, and learning can evolve as the company scales. This role reports to the Senior Manager of Customer Experience Enablement and works closely with Support Leadership, Product, and Operations.

Requirements

Proactivity and curiosity to learn Quo’s product, workflows, and customer use cases, with a strong appetite for staying current on new features and changes.
3 years proven experience designing and leading QA and training programs in a customer support or CX environment, preferably within a scaling or startup context.
2 years experience reflecting strong analytical skills, with experience translating QA, CSAT, and operational data into actionable insights and recommendations.
1 year experience with QA and LMS platforms (e.g., Zendesk AutoQA or Klaus, WorkRamp, Notion), with curiosity and adaptability toward new tools and AI-enabled workflows.
Excellent communication and facilitation skills, with the ability to influence without authority and tailor messaging to agents, managers, and leaders.
Highly organized and self-directed, with the ability to balance strategic initiatives with hands-on execution.
Comfort operating in ambiguity and building structure where it does not yet exist.

Responsibilities

Own the design, execution, and ongoing optimization of the CX Quality Assurance framework across various Customer Support teams.
Lead weekly and monthly QA reviews and recommendations using Zendesk AutoQA and related tools
Analyze all relevant data to surface root causes and performance drivers at the individual, team, and program level.
Partner with Support Managers in calibration and effective, growth-centric coaching
Conduct targeted audits related to product changes or process updates.
Lead the end-to-end lifecycle of CX training programs, including onboarding, continuous learning, and change management for product and policy updates.
Design and maintain scalable training assets in collaboration with the Senior Manager, including training content, documented workflows, and job aids
Partner with subject matter experts across Product, Engineering, and Support to ensure content accuracy, relevance, and adoption
Ensure alignment between customer-facing documentation and internal support guidance as the Enablement subject matter expert for the Resource Center and internal knowledge content
Evaluate training effectiveness using data and feedback loops, and iterate programs based on performance outcomes.
Explore, pilot, and operationalize AI-driven solutions to improve quality assurance, coaching, and training effectiveness
Partner with internal stakeholders and vendors to assess emerging tools and technologies that support QA and learning at scale
Translate AI outputs into human-centered workflows that support managers and agents
Collaborate in establishing guardrails, quality standards, and feedback loops to ensure AI-assisted processes enhance—not replace—critical thinking and human judgment
Serve as the functional lead and point of accountability for CX QA and training practices across internal teams and BPO partners.
Collaborate cross-functionally to prepare Support for product launches and operational changes and align on success metrics and readiness criteria
Propose data-backed recommendations to CX and Enablement leadership on investments, priorities, and risks
Champion continuous improvement by highlighting best practices, sharing insights, and mentoring junior training or QA specialists as applicable