Quality Assurance & Customer Feedback Manager

At Petfolk, we're reimagining veterinary care by blending high-quality medicine with a welcoming, connected experience for pets, their families, and the professionals who care for them.

Quality Assurance & Customer Feedback Manager

Employment Type:

Full-time

Location:

Boca Raton, FL (Preferred) or New York City, NY

Department:
Virtual Care Center

Reports to:

Director of Virtual Operations, Virtual Care Center

FLSA Status:
Exempt

Compensation: $65,000 - $85,000 base

Job Summary:

At Petfolk, we believe that exceptional veterinary care and best-in-class customer experiences go hand in hand. The Quality Assurance & Customer Feedback Manager leads Petfolk's quality and feedback programs across the Virtual Care Center, ensuring that every virtual interaction-whether a chat, call, or review-reflects the same compassion, accuracy, and medical excellence found in our clinics.

This role sits at the intersection of data, empathy, and process, responsible for cultivating a deep understanding of our clients' experiences and transforming that insight into action. They own Petfolk's Quality and Voice of the Customer programs, defining and overseeing how we measure success, identify and surface trends, and communicate progress across the company.

Petfolk is a process-oriented medical organization, and this role is key to balancing that rigor with the soft touch and high EQ that define our brand. The QA & Feedback Manager ensures consistency without losing humanity-bringing together structure and sensitivity to elevate both team performance and client trust.

As the company grows, this leader will architect scalable systems that pair human insight with AI-driven QA tools, ensuring our standards of care and service evolve seamlessly with our expansion. Ultimately, they'll help Petfolk stay true to its promise: to deliver compassionate, proactive, and problem-solving support that makes every client feel seen, heard, and cared for every time.

ESSENTIAL LEADERSHIP

DUTIES & RESPONSIBILITIES:

1. Quality Assurance Program

Design, build, implement, and manage a next-generation QA program for Petfolk's 55+ agent virtual team across three verticals:
Customer Support, Tele Advice, and Prescription Support.

Conduct call, chat, SMS, and email audits focused on empathy, compliance, and accuracy

Create and maintain QA scorecards, calibration guides, and audit schedules to ensure consistent evaluation standards.

Conduct call, chat, SMS, and email audits focused on empathy, compliance, and medical accuracy, partnering with medical leadership where needed.

Partner with Team Leads, Lead Manager, Director, and L&D to translate QA trends into targeted coaching, training updates, and process improvements.

Lead calibration sessions and build structured feedback loops to align scoring, drive coaching, consistency, and operational improvements.

Investigate recurring QA issues, perform root cause analysis, and recommend corrective actions.

Monitor and report QA performance metrics, including calibration accuracy and average QA scores by vertical.

Translate QA and client feedback insights into learning opportunities by partnering with L&D to evolve training content, coaching priorities, and onboarding programs.

Develop a roadmap to integrate AI-assisted QA and agent performance monitoring, ensuring alignment with both human and AI-assisted service models.

Create and publish "State of Quality" reports summarizing what's being measured, how we're performing, and what levers are in motion to improve outcomes.

2. Customer Feedback Strategy

Own Petfolk's Voice of the Customer strategy, consolidating feedback from NPS, reviews, and sentiment analytics.

Take over current post-interaction and post-visit surveys and suggest, seek alignment, and implement changes to ensure results feed into actionable insights.

Identify recurring client pain points and escalate themes to operations, medical, or product leaders for resolution.

Benchmark Petfolk's client sentiment and satisfaction scores against industry norms to identify growth opportunities.

Collaborate with Marketing, Operations, and Medical leadership to ensure feedback results drive measurable improvements.

Develop and refine systems that capture and synthesize all customer feedback into actionable insights for executive and field leadership.

Identify focus areas based on data trends and emerging themes; drive prioritization and follow-up planning with key stakeholders.

Respond to online reviews and client feedback in alignment with Petfolk's tone and brand standards.

Partner with Medical and Operations leaders to ensure feedback translates into meaningful, measurable improvements.

3. Technology, Data, & Insights Leadership

Own the technology stack and data architecture for QA and Voice of Customer systems; partner with engineering and analytics teams on scaling solutions.

Oversee QA and VoC tools, including feedback management systems and BI dashboards.

Partner with Analytics and Engineering to develop tagging taxonomies and automate feedback…