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Everise, Inc.

Manager - Quality Assurance

Remote, United States

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Job details

Posting language: English
Posted: Nov 6, 2026

Original job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today! Job Summary The Quality Manager is responsible for leading and managing the Quality Assurance function across assigned programs, ensuring compliance with client requirements, operational standards, and organizational objectives. This role drives quality excellence through effective audit governance, performance analytics, calibration management, coaching strategies, and continuous improvement initiatives. The Quality Manager partners closely with Operations, Training, Workforce Management, Client Services, and other support functions to improve customer experience, operational performance, and business outcomes. The role is accountable for achieving quality targets, maintaining audit integrity, and providing strategic insights to stakeholders and clients.

Key Responsibilities

Quality Strategy & Leadership

Develop and execute quality assurance strategies aligned with client and organizational goals.
Lead a team of QA Leads and Quality Assurance Representatives (QARs).
Establish quality governance processes, standards, and performance expectations.
Drive a culture of quality, accountability, and continuous improvement throughout the organization.
Ensure consistent implementation of quality frameworks across programs and sites.

Quality Operations Management

Oversee quality monitoring activities for voice, chat, email, social media, and back-office transactions.
Ensure audit coverage is completed in accordance with client and contractual requirements.
Monitor evaluation accuracy and maintain scoring consistency through regular calibrations.
Ensure timely completion of audits, feedback sessions, and reporting requirements.
Review and validate quality trends and performance drivers.

Performance Analytics & Reporting

Analyze quality metrics, customer experience indicators, and operational KPIs.
Identify performance trends, gaps, risks, and opportunities for improvement.
Prepare and present executive summaries, business reviews, and client presentations.
Provide actionable insights related to QA Score, CSAT, NPS, FCR, Compliance, and Customer Effort.
Develop performance dashboards and scorecards for stakeholders.

Client & Stakeholder Management

Serve as the primary Quality point of contact for clients and internal stakeholders.
Participate in business reviews, governance meetings, and operational discussions.
Present quality performance, action plans, and continuous improvement initiatives to clients.
Build strong partnerships with Operations, Training, and Client Services teams.
Manage escalations related to quality concerns and customer experience issues.

Coaching & Performance Improvement

Partner with Operations leaders to implement targeted performance improvement plans.
Support coaching effectiveness by providing data-driven recommendations.
Oversee quality action plans for underperforming teams, programs, or individuals.
Monitor effectiveness of interventions and identify opportunities for further improvement.
Facilitate quality workshops and best-practice sharing sessions.

Calibration & Compliance Management

Lead internal and client calibration sessions to ensure scoring alignment.
Ensure compliance with client requirements, regulatory standards, and company policies.
Maintain quality documentation, audit processes, and governance controls.
Identify compliance risks and implement corrective actions as necessary.
Support internal and external quality audits.

Continuous Improvement & Transformation

Drive Root Cause Analysis (RCA) and continuous improvement initiatives.
Partner with Training and Operations teams to address systemic performance issues.
Lead process improvement projects focused on customer experience and operational efficiency.
Recommend enhancements to scorecards, audit processes, and quality methodologies.
Support program launches, transitions, and client implementations.

People Management

Recruit, develop, and retain high-performing QA teams.
Conduct performance reviews, coaching sessions, and career development discussions.
Manage workforce planning, scheduling, and resource allocation for QA personnel.
Promote employee engagement and foster a positive team environment.
Ensure team adherence to productivity, quality, and attendance expectations.

Key Performance Indicators (KPIs)

Overall Quality Score Achievement
Audit Completion and Coverage Compliance
Calibration Accuracy and Alignment Scores
CSAT (Customer Satisfaction)
NPS (Net Promoter Score)
FCR (First Call Resolution)
Client Satisfaction Ratings
Action Plan Effectiveness
Team Productivity and Utilization
Compliance and Regulatory Adherence
Employee Engagement and Retention

Qualifications

Education

Bachelor’s degree graduate in any discipline.
Equivalent work experience may be considered in lieu of a degree.

Experience

Minimum 5-7 years of experience in a BPO or Contact Center environment.
At least 2-3 years of leadership experience managing Quality Assurance teams.
Proven experience managing multiple programs, clients, or lines of business.
Experience presenting performance reviews and business insights to senior leadership and clients.

Skills and Competencies Leadership Skills

People management and team development
Coaching and mentoring
Change management
Stakeholder management
Decision-making and problem-solving

Technical Skills

Quality management methodologies
Root Cause Analysis (RCA)
Process improvement techniques
Data analytics and reporting
Audit and compliance management

Business Skills

Strong business acumen
Strategic thinking
Project management
Client relationship management
Risk assessment and mitigation

System Proficiency

Microsoft Excel (advanced)
PowerPoint
Power BI and reporting tools
Quality monitoring systems
CRM and contact center platforms
Microsoft Teams and SharePoint

Preferred Qualifications

Six Sigma Green Belt, Black Belt, or Lean Certification
COPC Certification
Customer Experience (CX) Certification
Project Management Certification (PMP, CAPM, or equivalent)
Experience supporting multi-channel customer support environments

Working Conditions

Amenable to shifting schedules, weekends, and holidays as business requires.
Ability to support multi-site or global operations.
May work in onsite, hybrid, or remote environments based on business needs.
Occasional travel may be required for client meetings, business reviews, and operational support.

Core Competencies

Customer Focus
Leadership Excellence
Accountability
Strategic Thinking
Data-Driven Decision Making
Collaboration and Influence
Continuous Improvement
Results Orientation
Integrity and Compliance
Innovation and Change Leadership

Success in this Role Success as a Quality Manager is demonstrated through sustained achievement of quality and customer experience targets, effective leadership of QA teams, strong client partnerships, continuous process improvement, and the ability to translate quality insights into measurable business results. If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

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More about this job

Skills

Quality assurance
Regulatory compliance
Coaching
Process improvement
Customer experience
Leadership
Lead a team
Operations management
Manage quality
Monitor activities
Reporting
Presentation skills
Stakeholder management
Documentation
Root cause analysis
Team leadership
Scheduling
Customer service
Team building
Change management
Decision making
Problem solving
Quality assurance procedures
Data analysis
Project management
Hazard assessment
Microsoft Excel
Microsoft PowerPoint
Microsoft Power BI
Microsoft Teams
Microsoft SharePoint
Lean Six Sigma Green Belt
Lean Six Sigma Black Belt
PMP
CAPM
Collaboration

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