Hybrid Quality Assurance Manager: CX Leader

Grainger; Lake Forest (IL); Hybrid; USD 87,000 - 145,000; Full time

Benefits offered by this job

Health insurance

PTO 18 days + 6 holidays

401(k) with company contribution

Tuition reimbursement

Employee discounts

Life insurance

Job summary

Grainger is seeking a Manager of Quality Assurance to lead the Customer Experience QA team, establish standards, and drive improvements across the call center network. You will partner with Operations, Learning & Development, Technology, and other stakeholders to identify trends and implement changes that enhance customer interactions and business outcomes.

The role requires a Bachelor's degree, 5+ years in a call center QA setting, and strong skills in data interpretation, reporting, and

Qualifications

• Bachelor's degree required and at least 5+ years in a call center QA environment.
• Experience with contact center quality assurance practices and related Grainger programs.
• Ability to interpret customer experience data and communicate findings to leaders.
• Experience partnering with Operations, Learning & Development and Technology to implement improvements.
• Experience leading teams across multiple sites and managing performance.

Responsibilities

• Lead and develop a team of Customer Experience Quality Evaluators across locations.
• Develop quality standards, monitoring methods, and evaluation processes.
• Provide actionable reports to Operations to support coaching and improvements.
• Collaborate with stakeholders to translate quality findings into training resources.
• Identify and implement quality tech solutions to enhance feedback and analysis.
• Manage team performance through Grainger's talent processes and training.

Skills

Bachelor's degree

Quality assurance

Call center experience

Data interpretation

Cross-functional collaboration

People leadership

Education

Bachelor's degree

Job description

Grainger is seeking a Manager of Quality Assurance to lead the Customer Experience QA team, establish standards, and drive improvements across the call center network. You will partner with Operations, Learning & Development, Technology, and other stakeholders to identify trends and implement changes that enhance customer interactions and business outcomes.

The role requires a Bachelor's degree, 5+ years in a call center QA setting, and strong skills in data interpretation, reporting, and