Manager, Quality Assurance, Customer Support

About the Role

This opportunity is offered on behalf of a partner organization seeking a Manager for Quality Assurance within their Customer Support team, based in Canada. The role is pivotal in establishing and scaling high-quality standards for a world-class customer support operation. It involves leading the development of quality assurance frameworks, processes, and evaluation strategies aimed at enhancing customer experience on a large scale. The position merges operational leadership with data-focused insights, coaching, and innovation by incorporating AI-driven support technologies. Collaboration with support management and cross-functional peers is key to spotting areas for improvement and driving impactful changes.

This position represents a significant opportunity for an individual who thrives in building programs from the ground up in a dynamic environment and is enthusiastic about evolving how human and AI-assisted customer interactions are assessed, optimized, and enhanced.

Responsibilities

• Create, refine, and implement a centralized quality assurance strategy covering multiple customer service channels such as email, chat, messaging, and voice communications.
• Develop and uphold QA frameworks, scorecards, audit mechanisms, and calibration routines that foster uniformity and responsibility.
• Examine customer interactions, quality results, satisfaction trends, and performance data to discover opportunities for improvement.
• Produce actionable insights and recommendations that facilitate coaching, training enhancements, operational upgrades, and superior customer experiences.
• Assess interactions handled by both human agents and AI systems to verify accuracy, consistency, impact, and adherence to quality standards.
• Collaborate with support operations, team leaders, training groups, product teams, and other stakeholders to drive quality improvements.
• Design reporting frameworks, dashboards, and leadership presentations highlighting trends, risks, and opportunities.
• Adapt QA processes to support organizational changes such as new product releases, workflow optimizations, and technology adoption.
• Assist in integrating AI tools in support workflows to boost efficiency, coaching quality, and customer results.
• Establish robust feedback mechanisms that promote ongoing improvement throughout the support division.
• Contribute to long-range planning for customer support quality, potentially leading a team of QA specialists as the function expands.

Candidate Requirements

• Minimum 5 years of relevant experience in quality assurance, customer service, customer experience, or service operations within fast-paced settings.
• At least 3 years of leadership experience managing team members at various levels.
• Demonstrated success in creating, scaling, or enhancing QA programs and structures within customer support or customer experience functions.
• In-depth knowledge of QA techniques, calibration, coaching methodologies, and performance management.
• Experience supporting omnichannel customer service including chat, email, messaging platforms, and voice communication.
• Strong analytical proficiency with the ability to interpret quality metrics, customer feedback, and operational performance indicators.
• Experience evaluating AI-assisted customer interactions and working with AI-enabled support tools.
• Familiarity with AI-based coaching, enablement, or performance improvement technologies.
• Hands-on work with CRM and support technologies such as Zendesk and other relevant QA/support software.
• Excellent communication prowess capable of building alignment and influencing cross-functional teams.
• Adeptness at navigating ambiguous, fast-evolving environments while prioritizing effectively.
• Skilled problem solver combining strategic thinking with practical action.

Benefits

• Competitive salary range: US candidates $147,000 to $213,000 USD annually; Canadian candidates $101,000 to $146,000 CAD annually.
• Opportunities for equity grants and participation in incentive plans.
• Comprehensive medical, dental, and vision insurance benefits.
• Retirement savings plans including 401(k) or RRSP matching depending on location.
• Liberal paid time off and enhanced parental leave benefits.
• Complete remote working arrangement with occasional opportunities for in-person team interactions and company events.
• Professional development prospects within a technology-focused, rapidly evolving organization.
• Paid time allocated for volunteering and employee recognition initiatives.
• Access to a complimentary account and other employee-specific perks.

Additional Information

The hiring process is facilitated by AI-powered matching technology to ensure swift, objective, and equitable application evaluation against role criteria. The shortlisted candidates are forwarded directly to the client company which manages subsequent interviews and assessments. All personal data is processed respecting privacy laws including GDPR, and AI tools assist recruitment but do not replace human decision-making.