Quality Assurance Manager

Leading Quality Assurance teams in a full-time remote capacity, the CX Quality Assurance Manager will ensure customer interactions meet quality and compliance standards while analyzing performance data to drive operational improvements. Key responsibilities Lead and develop Quality Assurance teams for contact center operations, establishing performance expectations and accountability Oversee quality monitoring and calibration practices to ensure compliance with client requirements and regulations Analyze quality and operational data to identify trends and implement actionable recommendations for improvement Required qualifications Minimum of five years of contact center experience, including leadership roles in complex service environments At least three years of experience in contact center Quality Assurance, including quality monitoring responsibilities Demonstrated ability to lead QA teams and establish performance expectations Strong analytical skills with experience in root cause analysis and translating findings into business recommendations Working knowledge of NICE CXone, Verint, Microsoft Excel, and other quality technologies; Six Sigma or similar certification preferred