Assistant Manager of Quality, Service & Excellence

Bachelor’s degree in a related field or equivalent professional experience. Minimum of 3 years of experience in Quality Assurance, Training, Coaching, or Operations in a contact center or healthcare environment. At least 1 year of experience in a leadership, supervisory, or mentorship role preferred. Prior experience conducting QA audits, reporting on performance data, and developing action plans. Familiarity with quality or coaching platforms (e.g., Observe.AI, TalkDesk, MaestroQA). Experience building reports or dashboards from audit data. Strong understanding of QA methodologies, behavioral feedback, and service performance measurement. Ability to analyze quality data, identify trends, and synthesize findings into actionable insights. High attention to detail with a commitment to consistency and fairness. Effective time management skills. Comfort working in a fast-paced, evolving environment. Demonstrated ability to lead with clarity and empathy. Experience mentoring team members and supporting professional growth. Strong communication and collaboration skills across cross-functional teams. Comfortable facilitating calibrations and presenting quality data to stakeholders.

Support and coach a team of QA Associates and Specialists. Own and maintain QA evaluation schedules, calibration sessions, and quality dashboards. Partner with L&TD, Operations, and Compliance to align QA standards. Monitor evaluation trends and deliver regular reporting on service performance. Manage and facilitate cross-functional calibrations with Operations. Support the development of holistic evaluation tools. Partner with Learning Operations to expand department reach, including 1:1 coaching efforts. Establish and oversee a standardized evaluation process for emerging team leads. Assist in role-specific onboarding and skill development of new QSE team members. Coordinate and help maintain quality-related projects and support process documentation.