Manager, Quality Assurance, Customer Support

Overview

This role is offered through a partner company based in the United States, focusing on leading and scaling quality assurance standards within a premier customer support organization. The position emphasizes developing QA frameworks, processes, and measurement strategies that enhance customer experience on a large scale. It blends operational leadership, data-driven decision-making, coaching expertise, and innovation through AI-powered support tools.

Collaboration with support managers and cross-functional teams is critical to identify and implement improvements that positively impact customer support performance. The role is well-suited for someone enthusiastic about building QA programs from scratch within a dynamic and fast-paced environment. This includes shaping and optimizing evaluations for both human and AI-assisted customer interactions.

Key Responsibilities

• Design, advance, and put into practice a unified quality assurance approach across various customer support channels such as email, chat, messaging, and voice communications.
• Develop and uphold QA structures, including scorecards, audit methodologies, and calibration routines to ensure consistent accountability and performance.
• Evaluate customer service interactions, analyze QA outcomes, satisfaction metrics, and operational data to pinpoint areas for service enhancement.
• Generate actionable insights and recommendations aimed at coaching, staff training, improving operations, and elevating customer satisfaction.
• Assess both human and AI-generated customer engagements to validate accuracy, consistency, effectiveness, and conformity to defined quality standards.
• Collaborate closely with support operations, frontline leaders, enablement teams, product departments, and assorted stakeholders to embed quality enhancements.
• Create detailed reporting frameworks, dashboards, and presentations that communicate trends, hazards, and prospects to leadership personnel.
• Adapt QA processes to support organizational shifts, product launches, workflow advances, and the integration of new technologies.
• Facilitate the adoption of AI-based tools in support operations to drive efficiency, improved coaching, and better customer results.
• Establish robust feedback mechanisms that motivate continuous learning and quality improvement throughout the customer support organization.
• Contribute to long-term strategic planning for excellence in customer service, including potential leadership of QA specialists as the team grows.

Qualifications and Skills Required

• Minimum five years of experience in quality assurance, customer support, customer experience, or service operations within a high-paced work setting.
• At least three years of leadership experience managing direct reports or senior team members.
• Demonstrated track record of building, scaling, or enhancing QA frameworks in customer support or related customer experience roles.
• Solid familiarity with QA techniques, calibration protocols, coaching frameworks, and performance management practices.
• Experience with omnichannel customer service environments including chat, email, messaging, and voice support.
• Strong analytical aptitude capable of interpreting quality data, customer feedback, and service performance statistics.
• Hands-on knowledge of AI-enabled support platforms and expertise in evaluating AI-assisted customer interactions and coaching tools.
• Proficiency in CRM and support systems such as Zendesk, along with associated QA technologies.
• Exceptional communication and influencing skills facilitating collaboration with diverse teams and stakeholders.
• Ability to navigate ambiguous and evolving environments effectively while balancing multiple priorities.
• Excellent problem-solving skills with the ability to integrate strategic planning and practical implementation.

Compensation and Benefits

• Competitive annual base salary ranging from $147,000 to $213,000 USD for United States-based candidates.
• For Canadian applicants, salary ranges between $101,000 and $146,000 CAD.
• Opportunities for equity grants and participation in incentive programs.
• Comprehensive medical, dental, and vision insurance coverage.
• Support for retirement savings through 401(k) matching (US) or RRSP matching (Canada) plans.
• Generous paid time off policies supplemented by parental leave top-up benefits.
• A fully remote working model with occasional in-person team events and gatherings.
• Access to professional development and career progression within a rapidly growing technology environment.
• Paid volunteer days and employee recognition initiatives.
• Additional employee benefits including a free account offering and other perks.

Additional Information

The recruitment process uses an AI-driven matching system to evaluate applications efficiently and impartially based on the role's essential criteria. The system assists in shortlisting candidates, with subsequent hiring decisions and processes managed directly by the partner company. Candidates' personal data is handled in compliance with data protection laws, with transparency concerning the use of AI tools in application assessment. Final hiring decisions remain under human control.