Education QA Manager: Elevate Student & Teacher Experience

Compass Education; Hawthorn (PA); On-site; USD 65,000 - 108,000; Full time

Benefits offered by this job

Flexible working culture

Learning & Development opportunities

Parental Leave Program

EAP access 24/7

Job summary

Compass Education is seeking a Quality Assurance Manager to elevate the quality of customer interactions across omni-channel support. You will monitor and evaluate calls, emails, and chats, ensuring compliance and customer experience standards are met.

Collaborate with Support, Training, Product, and Development to drive consistent quality culture and service excellence. You’ll lead calibration, feedback, and metrics analysis, delivering actionable insights and improvements while maintaining

Qualifications

• Minimum 3 years' experience within Contact Centre leadership.
• Strong experience in Quality Assurance, including quality scorecards, evaluation frameworks and quality standards.
• Strong data analysis skills, with the ability to identify trends and opportunities from customer interactions and performance metrics.
• Strong understanding of Contact Centre software, CRM tools and call recording platforms.
• Strong understanding of compliance, risk and privacy within customer interactions.
• Excellent attention to detail, objectivity and judgement when evaluating performance.
• Strong communication, coaching and constructive feedback skills.
• Strong written communication, reporting, empathy and discretion, with the ability to work effectively with agents, leaders and internal stakeholders.

Responsibilities

• Maintain and continuously develop internal quality standards and frameworks.
• Assess Support interactions across Compass omni-channel platforms, including calls, emails and chats.
• Evaluate agent and AI performance against established quality standards, KPIs and compliance requirements.
• Ensure customer contacts, including complaints and compliments, are accurately recorded and appropriately managed.
• Manage complaint workflows and work with Team Leaders to ensure appropriate follow-up and resolution.
• Manage and implement complaint satisfaction surveys to gather customer feedback and identify opportunities to improve customer experience.
• Provide meaningful, constructive feedback to agents and senior agents to support continuous development.
• Analyse customer service metrics, including CSAT, FCR and AHT, to identify trends, risks and opportunities.
• Lead regular calibration sessions to ensure consistency, fairness and accuracy across QA evaluations.
• Identify training and Contact Centre onboarding needs and lead relevant improvement projects in partnership with the Contact Centre/Global Support Trainer.
• Create clear reports on agent and AI performance, quality trends and key insights for Team Leaders and Managers.
• Manage and minute QA meetings, ensuring relevant data and insights are prepared in advance.
• Manage the QA process for Support Enterprise Accounts, ensuring senior agents provide quality responses in line with contractual requirements.
• Identify compliance, privacy and process risks within customer interactions and work with relevant teams to address them.

Skills

Quality assurance

Data analysis

Contact Centre leadership

Feedback skills

Communication skills

Coaching

CRM software

Call recording platforms

Tools

CRM software

Call recording systems

Job description

Compass Education is seeking a Quality Assurance Manager to elevate the quality of customer interactions across omni-channel support. You will monitor and evaluate calls, emails, and chats, ensuring compliance and customer experience standards are met.

Collaborate with Support, Training, Product, and Development to drive consistent quality culture and service excellence. You’ll lead calibration, feedback, and metrics analysis, delivering actionable insights and improvements while maintaining