Quality Assurance Manager

About the Role

Baton is looking for an analytical, detail-focused QA Manager to lead quality assurance, compliance oversight, buyer performance monitoring, and traffic-quality review across its call marketplace. The position is fully remote and follows Mountain Standard Time work hours.

This role centers on spotting quality issues early, tracing the causes behind them, and working with teams across publisher management, client success, operations, sales, and leadership to improve conversions, reduce avoidable credits, and raise partner performance. It is a high-visibility position that blends QA, compliance, reporting, operational analysis, and process improvement.

Credit & Refund Oversight

• Track credit and refund patterns by buyer, campaign, publisher, sub-ID, and category.
• Look for repeated failure reasons, abnormal approval rates, and new trends.
• Determine whether the problem is caused by traffic quality or by buyer-side operational issues.
• Identify buyers who request excessive refunds or show unusual credit activity.
• Build recurring reports that explain refund causes and trend movement.
• Suggest corrective measures such as routing changes, bid adjustments, publisher feedback, buyer coaching, and tighter traffic filtering.

Call Quality Assurance

• Listen to call recordings, review transcripts, and examine call outcomes on a daily and weekly basis.
• Assess transfer quality, buyer call handling, and the overall caller journey.
• Review AI-supported call interactions when relevant.
• Detect fraud, coached callers, low-intent leads, wrong-service calls, compliance problems, and other quality concerns.
• Keep an organized set of common quality issues, examples, and training references.

Buyer Performance Monitoring

• Measure buyer answer rates, connection rates, call-handling effectiveness, and response behavior.
• Spot buyers who miss calls, harm the caller experience, or create preventable credits.
• Analyze operational issues that affect conversion performance.
• Summarize patterns by buyer, region, and campaign.
• Escalate performance concerns to Sales, Client Success, Operations, and Leadership.
• Support efforts that improve buyer accountability and service standards.

Compliance Management

• Maintain publisher compliance records and related documentation.
• Ensure certifications, disclosures, traffic-source details, and supporting materials remain current and complete.
• Track renewals and recertification deadlines.
• Review landing pages, disclaimers, and traffic-source declarations for compliance.
• Investigate TCPA-related issues and other compliance alerts.
• Escalate publishers or traffic sources that present elevated risk.
• Keep compliance files organized and ready for audit.

Alert Monitoring & Investigation

• Watch for alerts tied to fraud, TCPA exposure, answer-rate problems, abnormal call behavior, and refund spikes.
• Carry out root-cause investigations and record findings clearly.
• Recommend corrective actions and follow through on them.
• Work with internal teams to resolve recurring problems.

Reporting & Trend Analysis

• Build and maintain QA scorecards and performance dashboards.
• Prepare recurring leadership reporting on traffic quality, buyer performance, refund trends, compliance risk, and operational performance.
• Turn data into practical next steps and recommendations.
• Measure how well solutions are working over time.

SOP Ownership & Process Improvement

• Create, document, and maintain standard operating procedures for call reviews, compliance reviews, refund investigations, escalation handling, and QA workflows.
• Standardize QA definitions, audit criteria, and review methods.
• Improve coordination between QA, Publisher Management, Sales, Client Success, and Operations.
• Assist with training and coaching on recurring quality and compliance issues.

Escalation Management

• Act as the main contact for quality and compliance escalations.
• Direct issues to the correct teams and stakeholders.
• Track investigations until they are resolved.
• Identify broader systemic issues and help implement long-term fixes.

Additional Responsibilities

• Check the accuracy and consistency of call dispositions.
• Review category mapping and call-routing logic.
• Monitor buyer coverage failures and no-answer patterns.
• Support dispute resolution using call reviews and documentation.
• Maintain examples that distinguish approved from non-approved traffic.
• Work with Data and Engineering to improve dashboards, alerts, and reporting.
• Help define thresholds for buyer warnings, pauses, and escalations.

Qualifications

Required

• At least 5 years of experience in Quality Assurance, Compliance, Operations, Call Center Management, Lead Generation, Performance Marketing, or a closely related area.
• Strong analytical and investigative ability.
• Hands-on experience reviewing call recordings, transcripts, and performance data.
• Capability to identify patterns and root causes in large datasets.
• Solid reporting and dashboard experience.
• Strong written and spoken communication skills.
• Very well organized with excellent attention to detail.
• Experience building SOPs, documentation, and process improvements.

Preferred

• Background in pay-per-call, lead generation, affiliate marketing, or call marketplaces.
• Working knowledge of TCPA compliance and call-tracking tools.
• Experience with publisher networks, buyers, and performance marketing ecosystems.
• Exposure to AI-driven call handling or conversational AI platforms.
• Experience with CRM, BI, and reporting tools.

Success Metrics

• Accurate and timely delivery of credit and refund trend reporting.
• Monthly review coverage for active publishers.
• Monthly audit coverage for high-risk buyers.
• Fast turnaround for investigating and escalating quality concerns.
• Lower volumes of preventable credits and refunds.
• Fewer buyer-side answer-rate and connectivity problems.
• Reduced invalid, misrouted, or wrong-category calls.
• Complete compliance documentation and audit readiness.
• Strong alert investigation and resolution performance.
• Healthy QA audit volume, quality, and turnaround time.

What Success Looks Like

In this role, success means improving visibility into marketplace quality, identifying risks before they become expensive problems, strengthening accountability on both the buyer and publisher side, reinforcing compliance standards, and helping Baton increase revenue by limiting avoidable credits and operational inefficiencies.

Additional Information

This is a 100% remote position based in the United States. Work hours are aligned to Mountain Standard Time.