Manager - Quality Assurance

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture.

Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!

The Quality Manager is responsible for leading and managing the Quality Assurance function across assigned programs, ensuring compliance with client requirements, operational standards, and organizational objectives. This role drives quality excellence through effective audit governance, performance analytics, calibration management, coaching strategies, and continuous improvement initiatives. The Quality Manager partners closely with Operations, Training, Workforce Management, Client Services, and other support functions to improve customer experience, operational performance, and business outcomes.

The role is accountable for achieving quality targets, maintaining audit integrity, and providing strategic insights to stakeholders and clients.

Develop and execute quality assurance strategies aligned with client and organizational goals. Lead a team of QA Leads and Quality Assurance Representatives (QARs). Establish quality governance processes, standards, and performance expectations. Drive a culture of quality, accountability, and continuous improvement throughout the organization. Ensure consistent implementation of quality frameworks across programs and sites.

Oversee quality monitoring activities for voice, chat, email, social media, and back-office transactions. Ensure audit coverage is completed in accordance with client and contractual requirements. Monitor evaluation accuracy and maintain scoring consistency through regular calibrations. Ensure timely completion of audits, feedback sessions, and reporting requirements. Review and validate quality trends and performance drivers.

Analyze quality metrics, customer experience indicators, and operational KPIs. Identify performance trends, gaps, risks, and opportunities for improvement. Prepare and present executive summaries, business reviews, and client presentations. Provide actionable insights related to QA Score, CSAT, NPS, FCR, Compliance, and Customer Effort. Develop performance dashboards and scorecards for stakeholders.

Serve as the primary Quality point of contact for clients and internal stakeholders. Participate in business reviews, governance meetings, and operational discussions. Present quality performance, action plans, and continuous improvement initiatives to clients. Build strong partnerships with Operations, Training, and Client Services teams. Manage escalations related to quality concerns and customer experience issues.

Partner with Operations leaders to implement targeted performance improvement plans. Support coaching effectiveness by providing data-driven recommendations. Oversee quality action plans for underperforming teams, programs, or individuals. Monitor effectiveness of interventions and identify opportunities for further improvement. Facilitate quality workshops and best-practice sharing sessions.

Lead internal and client calibration sessions to ensure scoring alignment. Ensure compliance with client requirements, regulatory standards, and company policies. Maintain quality documentation, audit processes, and governance controls. Identify compliance risks and implement corrective actions as necessary. Support internal and external quality audits.

Drive Root Cause Analysis (RCA) and continuous improvement initiatives. Partner with Training and Operations teams to address systemic performance issues. Lead process improvement projects focused on customer experience and operational efficiency. Recommend enhancements to…