Quality Assurance Manager

Warehouse Anywhere Full-time | Exempt (salary) | Denver, CO | Hybrid Role Summary Warehouse Anywhere is seeking a compliance-driven, operationally minded, and quality-focused Compliance & QA Manager to own company-wide regulatory compliance and support center quality assurance across the full Warehouse Anywhere service set. This role is responsible for monitoring applicable industry regulations for regulated storage clients, auditing operational practices across teams, and ensuring compliance requirements are translated into clear operating standards, documentation, quality controls, training expectations, and audit-ready processes. The Compliance & QA Manager also owns support center QA as a key component of the role, including call and interaction quality across Tenant Experience, Rental Experience, and Remote Manager. This position reports to the VP of Operational Excellence and partners closely with Client Operations, and the Tenant, Sales & Support Center to identify risk, strengthen controls, and support audit readiness across the organization. Key Responsibilities Company-Wide Regulatory Compliance Own and maintain the compliance operating model for regulated storage clients and applicable service requirements across the company, not limited to support or call center interactions. Track, interpret, and maintain current knowledge of applicable industry regulations and client-specific storage and handling requirements, including areas such as Prescription Drug Marketing Act storage and handling requirements where applicable. Partner with the VP of Operational Excellence to ensure regulatory expectations are understood, documented, communicated, and incorporated into operating standards. Flag regulatory gaps, documentation deficiencies, process breakdowns, or emerging compliance risks to the VP of Operational Excellence for resolution. Operational Audit & Risk Management Audit operational practices company-wide, including storage and handling procedures, access controls, documentation, chain of custody where applicable, and related execution standards. Evaluate execution across Client Operations and Tenant, Sales & Support Center functions to confirm compliance requirements are followed consistently in day-to-day work. Create and maintain audit checklists, evidence expectations, corrective action tracking, and recurring reporting to support compliance visibility and audit readiness. Partner with operational leaders to document findings, assign owners, track corrective actions, verify completion, and reduce repeat issues over time. Support Center Quality Assurance Own support center QA standards, scorecards, review cadences, and reporting for call and interaction quality across Tenant Experience, Rental Experience, and Remote Manager. Evaluate call center quality control technology and recommend practical tools or process improvements for monitoring, scoring, coaching, reporting, and trend analysis. Identify quality trends, customer experience risks, coaching opportunities, and process gaps that impact service consistency or compliance execution. Partner with support center leadership to ensure QA findings are used to improve training, coaching, workflows, and accountability. Cross-Functional Partnership & Reporting Partner with the VP of Operational Excellence, Client Operations, and the Tenant, Sales & Support Center on audit readiness across all applicable functions. Maintain recurring reporting on company-wide regulatory audit results, critical finding rate, support center QA pass rate, and compliance training/certification currency. Track compliance training, certification, attestation, and refresh requirements to ensure employees supporting regulated work remain current. Communicate compliance and QA expectations clearly to operational teams and translate regulatory requirements into practical day-to-day guidance. What Success Looks Like Company-wide regulatory requirements are clearly documented, actively monitored, and incorporated into operational practices. Audit results show consistent execution across regulated storage, handling, documentation, access control, and chain-of-custody processes where applicable. Critical findings are identified early, escalated appropriately, and resolved through documented corrective actions. Support center QA standards are consistently applied across Tenant Experience, Rental Experience, and Remote Manager interactions. QA reporting provides useful insight into service quality, coaching needs, process gaps, and compliance trends. Compliance training and certification requirements are current, trackable, and communicated clearly to impacted teams. Legal/Compliance and operational leaders have reliable visibility into regulatory risk, audit readiness, and quality performance. Qualifications 5+ years of experience in compliance, quality assurance, audit, regulated operations, call center QA, client operations, or a related function. Willingness to travel to our office in Richardson, TX on a monthly basis Experience supporting compliance in a regulated operating environment; food compliance, pharmaceutical, healthcare, medical device, logistics, warehousing, or other regulated storage/handling experience strongly preferred. Working knowledge of operational controls such as access controls, documentation standards, chain of custody, storage/handling requirements, audit evidence, and corrective action tracking. Experience building, managing, or improving QA programs for call center, support center, customer service, or customer operations teams. Ability to evaluate quality control technology and translate system capabilities into practical QA workflows, scorecards, reports, and coaching routines. Strong audit mindset with the ability to identify risk, document findings clearly, and partner with business owners on practical remediation plans. Excellent written and verbal communication skills, including the ability to explain compliance expectations to operational teams in clear, actionable terms. Strong organizational skills with the ability to manage multiple audit, QA, compliance, training, and reporting priorities simultaneously. Sound judgment, discretion, and ability to elevate material regulatory or client risk appropriately. Preferred Attributes Background in food compliance, pharmaceutical distribution/storage, healthcare logistics, regulated warehousing, or client-specific storage and handling requirements. Familiarity with Prescription Drug Marketing Act concepts or similar regulatory frameworks affecting storage, handling, documentation, and chain of custody. Experience with call recording, speech analytics, QA scoring, workforce quality tools, CRM/case management systems, or support center reporting platforms. Experience partnering with Legal, Compliance, Client Operations, Support Center leadership, and executive stakeholders on audit readiness and risk remediation. Prior experience creating SOPs, QA scorecards, audit checklists, corrective action trackers, or compliance training materials. Comfortable balancing regulatory detail with practical operational execution in a growing, high-ownership environment. This role owns a complex compliance and quality function with cross-functional impact. With demonstrated success, the Compliance & QA Manager may progress into broader leadership opportunities in Operational Excellence, Compliance, Quality Assurance, Client Operations, or related business operations functions. Compensation Structure Base salary: $75,000 – $100,000 annually depending on experience This is an exempt position and is not eligible for overtime. Actual compensation will depend on experience, qualifications, skills, internal equity, market conditions, and business needs. This compensation range does not include the value of benefits. Company-subsidized medical, dental, and vision insurance Employer HSA contribution where applicable Company-paid life and disability insurance 401(k) with company match PTO Paid holidays Additional voluntary benefits available to eligible employees #J-18808-Ljbffr