Manager - Quality Assurance

Everise; United States; Hybrid; USD 90,000 - 140,000; Full time

Job summary

Everise in the United States seeks a Quality Manager to lead the QA function across programs, ensuring compliance with client requirements, operational standards, and organizational objectives. This role drives quality excellence through audit governance, performance analytics, calibration management, coaching strategies, and continuous improvement initiatives.

This position partners with Operations, Training, Workforce Management, Client Services, and other support functions to improve customer

Qualifications

• 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.
• Experience presenting performance reviews to senior leadership and clients.
• Experience leading QA across multiple programs, clients, or lines of business.

Responsibilities

• Develop and execute quality assurance strategies aligned with client goals.
• Lead QA Leads and QA Representatives; establish governance processes and performance expectations.
• Monitor QA coverage across voice, chat, email, social media, and back-office transactions.
• Analyze quality metrics, CSAT, NPS, FCR, and provide actionable insights.
• Lead calibration sessions and ensure compliance with client requirements and regulatory standards.

Skills

Leadership

People management

Coaching

Change management

Stakeholder management

Decision-making

Data analytics

Quality management

Education

Bachelor’s degree

Tools

Excel

Power BI

CRM systems

SharePoint/Teams

Job description

Company OverviewJoin 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 SummaryThe 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 ResponsibilitiesQuality Strategy & LeadershipDevelop 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 ManagementOversee 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 & ReportingAnalyze 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 ManagementServe 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 ImprovementPartner 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 ManagementLead 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 & TransformationDrive 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 ManagementRecruit, 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 AchievementAudit Completion and Coverage ComplianceCalibration Accuracy and Alignment ScoresCSAT (Customer Satisfaction)NPS (Net Promoter Score)FCR (First Call Resolution)Client Satisfaction RatingsAction Plan EffectivenessTeam Productivity and UtilizationCompliance and Regulatory AdherenceEmployee Engagement and RetentionQualificationsEducationBachelor’s degree graduate in any discipline.Equivalent work experience may be considered in lieu of a degree.ExperienceMinimum 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 CompetenciesLeadership SkillsPeople management and team developmentCoaching and mentoringChange managementStakeholder managementDecision-making and problem-solvingTechnical SkillsQuality management methodologiesRoot Cause Analysis (RCA)Process improvement techniquesData analytics and reportingAudit and compliance managementBusiness SkillsStrong business acumenStrategic thinkingProject managementClient relationship managementRisk assessment and mitigationSystem ProficiencyMicrosoft Excel (advanced)PowerPointPower BI and reporting toolsQuality monitoring systemsCRM and contact center platformsMicrosoft Teams and SharePointPreferred QualificationsSix Sigma Green Belt, Black Belt, or Lean CertificationCOPC CertificationCustomer Experience (CX) CertificationProject Management Certification (PMP, CAPM, or equivalent)Experience supporting multi-channel customer support environmentsWorking ConditionsAmenable 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 CompetenciesCustomer FocusLeadership ExcellenceAccountabilityStrategic ThinkingData-Driven Decision MakingCollaboration and InfluenceContinuous ImprovementResults OrientationIntegrity and ComplianceInnovation and Change LeadershipSuccess in this RoleSuccess 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.