Manager, Quality Assurance, Customer Support
New
1
1PasswordCybersecurity
Remote (United States | Canada), Atlantic, Eastern or Central timezones (AT, ET or CT) preferredFull-TimeManager
SalaryUSA: $147,000 - $213,000 USD; Canada: $101,000 - $146,000 CAD
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Job Details
- Experience
- 5+ years of experience in quality assurance, customer support, customer experience, or service operations; 3+ years of leadership experience.
- Required Skills
- Operations ManagementQuality AssuranceData analyticsCustomer supportZendesk
Requirements
- 5+ years of experience in quality assurance, customer support, customer experience, or service operations.
- 3+ years of leadership experience, including managing individual contributors or senior-level team members.
- Proven experience building, scaling, or evolving QA programs and frameworks.
- Strong understanding of quality assurance methodologies, calibration practices, and performance management.
- Experience supporting omnichannel customer support environments (chat, email, messaging, voice).
- Strong analytical skills with experience interpreting QA results and performance metrics.
- Experience working with AI-enabled support tools and evaluating AI-assisted customer interactions.
- Hands-on experience with CRM and support platforms such as Zendesk.
- Excellent communication and collaboration skills with ability to influence cross-functional stakeholders.
- Comfort operating in ambiguity and evolving environments.
Responsibilities
- Define, evolve, and operationalize a centralized quality assurance strategy across customer support channels.
- Iterate on and maintain QA frameworks, scorecards, audit methodologies, and calibration processes.
- Analyze QA results, CSAT trends, and operational data to drive coaching and process improvements.
- Identify high-impact moments across the customer journey for deeper QA focus.
- Partner with Support Operations and leadership to translate QA insights into actionable recommendations.
- Evaluate human and AI-generated customer interactions to ensure accuracy and compliance.
- Develop reporting and presentations regarding QA performance, trends, and risks for leadership stakeholders.
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