QA manager

Good Sam Enterprises - QA & AI Enablement Manager

Department: QA Contact Center

Reports To:

Director of Sales Operations / Contact Center Leadership

Location:

Englewood, CO - Hybrid Schedule (3 days a week in office, 2 days a week remote)

Overview

The Manager of Quality Assurance is the strategic architect behind the Contact Center's quality and performance standards. Moving beyond traditional compliance monitoring, this leader is responsible for integrating AI-driven intelligence (Balto) into the daily rhythm of the sales floor.

This position oversees the team of AI Quality Analysts and serves as the primary liaison between the Quality department and Sales Leadership. The Manager's primary goal is to translate "Quality Data" into "Revenue Strategy"-identifying macro-level trends that impact the bottom line and driving the adoption of data-led coaching across the organization.

Ideal Candidate

The ideal candidate is a forward-thinking leader with a deep understanding of modern contact center technology and sales psychology. They are not looking to build a "police force" of auditors, but rather a "business intelligence unit" that empowers agents.

They possess strong change management skills, capable of shifting a culture from manual scorecards to real-time AI guidance. They are adept at managing vendor relationships, analyzing complex datasets to find ROI, and mentoring a team of technical analysts.

Key Responsibilities:

Strategic Leadership and AI Implementation

* Quality Strategy:
Define what "Good" looks like. Continuously evolve the Quality Standards to align with changing business goals (e.g., shifting focus from "Average Handle Time" to "Conversion Rate" or "Customer Sentiment").

* System ROI & Optimization:
Act as the primary owner of the AI QA platform (Balto). Responsible for ensuring the tool delivers measurable ROI by tracking improvements in conversion rates, objection handling, and script adherence.

* Vendor Management:
Manage the relationship with software vendors to ensure we are utilizing the latest features and receiving adequate support for technical issues.

Team Management and Development

* Manage the Analysts:
Lead, hire, and develop a team of Quality Assurance & AI Enablement Analysts. Ensure they are effectively "tuning" the system and providing accurate data to supervisors.

* Calibration Authority:
Serve as the final decision-maker in calibration disputes between Sales and QA to ensure consistency and fairness in scoring.

Business Intelligence and Reporting

* Macro-Trend Analysis:
While Analysts look at individual agents, the Manager looks at the entire center. Identify systemic issues (e.g., "The new marketing campaign is confusing customers, leading to a 10% drop in sentiment") and report these findings to Executive Leadership and relevant stakeholders.

* Executive Reporting:
Prepare and present Monthly and Quarterly Business Reviews (M /Q ) detailing the health of the operation, compliance risks, and the impact of coaching initiatives.

Cross-Functional Collaboration

* Coaching Adoption:
Partner with Sales Managers to ensure they are using the data provided by QA. Monitor "Coaching Utilization" metrics to ensure the feedback loop is closed.

* Compliance Oversight:
Partner with Legal and Compliance teams to ensure all AI prompts and scoring criteria adhere to the strict insurance regulations inherent to the ESP product.

Requirements

* Experience:

5+ years of contact center experience with at least 2 years in a leadership role (Manager/Team Lead). Experience managing a Quality Assurance function is preferred.

* Tech Stack:
Deep familiarity with Speech Analytics/AI QA platforms (Balto, Observe.

AI, Call Miner, etc.) and CRM systems (Salesforce).

* Education:

Bachelor's degree in Business, Data Analysis, or related field (or equivalent experience).

* Skills:

Advanced data analysis (ability to interpret complex metrics), strong presentation skills (for executive reporting), data visualization skills, and conflict resolution (for calibration).

* Location/

Schedule:

Ability to adhere to the Hybrid Schedule (3 days in office, 2 days remote) at the designated Contact Center location.

Essential In-Office Duties

To…