Senior Quality Manager

To lead the quality program across high-stakes Community Support functions, the full-time Senior Quality Manager will manage strategic initiatives, oversee quality execution, and foster stakeholder partnerships while working remotely in the United States. Key responsibilities Own and execute the Specialty quality strategy, aligning with stakeholders and driving measurable impact Oversee QA evaluation execution and lead root cause analysis on systemic failures, translating findings into actionable recommendations Establish automated KPI reporting and implement an NPS/predictive NPS analysis framework for real-time insights Required qualifications 12+ years in Customer/Community Support, Quality, Operations, or Trust & Safety, with experience in high-stakes environments Bachelor's Degree in a related field; MBA or Master's preferred Proven experience in building or transforming quality programs for complex support functions Deep expertise in quality methodologies such as COPC, AQS, Six Sigma, and Lean Experience managing globally distributed quality teams and deploying AI/ML assisted QA tools