Quality Manager

As the Quality Manager, you will provide oversight and direction for the quality function, managing a team of Quality Leads that provide feedback, track KPIs, and analyze performance and process improvements. Using a data-based approach, you will establish standards governing customer interactions, implement monitoring programs, and take responsibility for improving them.

Key Responsibilities:

• Ownership of systems, tools and processes for maintaining, monitoring and improving quality standards
• Manage and develop a team of quality leads
• Perform weekly qualitative and quantitative analysis of QA performance
• Collaborate with the leadership team to set quality priorities and benchmarks
• Create standards in accordance with customer expectations
• Tracking and analyzing the impact of the quality program on key business KPIs
• Running root-cause analysis to identify knowledge gaps
• Oversee regular calibration meetings with key stakeholders

Key Competencies:

Technical Skills:

• Experience using QA software (MaestroQA a plus)
• Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast-paced environment
• Effective written, oral communication, and presentation skills are necessary

Interpersonal Skills:

• Ability to collaborate effectively across teams and communicate with key stakeholders.
• Strong conflict resolution and negotiation skills, with the ability to navigate differing viewpoints and drive consensus
• Skilled in giving and receiving feedback constructively, especially in performance and coaching contexts
• Strong leadership presence with the ability to inspire, motivate, and develop team members
• Empathetic communicator who builds trust and fosters psychological safety
• Comfortable facilitating discussions in large and small group settings, including calibration sessions and stakeholder reviews
• Proven ability to manage up, laterally, and down to align on priorities and quality standards

Problem-Solving and Decision-Making:

• Demonstrates strong critical thinking and decision-making abilities, especially under pressure.
• Proactive in identifying challenges and implementing solutions.

Minimum Qualifications:

• Education: BA/BS, or equivalent experience required
• Experience: 3+ years of experience in a quality role in a contact center environment
• Other Requirements: 2+ year of direct management experience preferred

Performance Metrics:

• Increase grading capacity by 50% within 90 days
• Implement AI tooling within 90 days

What We can Offer:

• Flexible PTO
• Competitive salary & equity package
• Monthly Gametime credits for any event ($1,200/yr)
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• Diverse Family-forming benefits through Carrot Fertility
• 401k, HSA, pre-tax savings programs
• Company off-sites and meet-ups
• Wellness programs
• Tenure recognition