Quality Assurance Manager (Customer Support, Remote)

Job summary

The role involves overseeing the Quality Assurance (QA) function within a customer support environment, ensuring high standards across all communication channels. The QA Manager will focus on developing the QA program to enhance team performance and customer satisfaction.

Qualifications

• Proven experience managing a QA function in a customer support setting, preferably in tech or fintech.
• Experience in leading and developing QA analysts or coaches.
• Strong analytical skills with the ability to interpret data effectively.

Responsibilities

• Own and manage the QA program across all support channels, including defining frameworks and feedback processes.
• Collaborate with Support Team Leads to ensure QA insights lead to meaningful development for support agents.
• Analyze quality trends and provide actionable insights to leadership.
• Identify and report recurring issues that extend beyond support.
• Define and maintain quality standards for customer interactions, adapting as necessary.
• Create reporting tools and dashboards for visibility into QA metrics.
• Conduct calibration sessions to ensure consistent scoring among the team.

Skills

• Familiarity with QA tools (e.g., Playvs, Klaus, MaestroQA) and support platforms (e.g., Zendesk, Intercom).
• Strong communication skills to convey quality metrics effectively to various audiences.
• Ability to influence and collaborate with team members without direct authority.

Education

• Not specified.

Tools

• QA tools and customer support platforms as mentioned above.