Manager, Quality Assurance, Customer Support
New
J
JobgetherCustomer Support
Based in the United StatesFull-TimeManager
SalaryUnited States: $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
- LeadershipData AnalysisQuality AssuranceCustomer supportZendesk
Requirements
- 5+ years of experience in quality assurance, customer support, customer experience, or service operations within a fast-paced environment.
- 3+ years of leadership experience managing individual contributors or senior-level team members.
- Proven experience creating, scaling, or improving QA programs and frameworks within customer support or customer experience organizations.
- Strong understanding of QA methodologies, calibration processes, coaching models, and performance management practices.
- Experience supporting omnichannel customer service environments, including chat, email, messaging, and voice.
- Strong analytical capabilities with experience interpreting quality metrics, customer feedback, and operational performance data.
- Experience working with AI-enabled support tools and evaluating AI-assisted customer interactions.
- Familiarity with AI-driven coaching, enablement, or performance improvement solutions.
- Hands-on experience with CRM and support platforms such as Zendesk, as well as QA and support technology solutions.
- Excellent communication skills with the ability to influence cross-functional stakeholders and drive alignment.
Responsibilities
- Define, evolve, and operationalize a centralized quality assurance strategy across multiple customer support channels, including email, chat, messaging, and voice.
- Build and maintain QA frameworks, scorecards, audit processes, and calibration practices that promote consistency and accountability.
- Analyze customer interactions, QA results, satisfaction trends, and performance metrics to identify improvement opportunities.
- Evaluate both human and AI-generated customer interactions to ensure accuracy, effectiveness, consistency, and alignment with quality standards.
- Partner with Support Operations, frontline leaders, enablement teams, product teams, and other stakeholders to implement quality improvements.
- Develop reporting structures, dashboards, and presentations that communicate trends, risks, and opportunities to leadership.
- Help integrate AI-powered tools into support workflows to improve efficiency, coaching, and customer outcomes.
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