Onsite QA Manager — Call Center Excellence

Strada; Tallahassee (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health coverage

Wellbeing programs

Paid leave

Retirement plans

Learning opportunities

Job summary

Strada in Tallahassee, FL is seeking a hands-on Quality Assurance Manager to lead a small QA team and drive continuous improvement of service and business processes for the People First Call Center.

You will audit interactions and KMS content, establish evaluation criteria, and partner with operations to strengthen consistency, accuracy, and the customer experience while developing QA analysts and maintaining independence from day-to-day operations.

Qualifications

• Bachelor’s degree in business, communications, public administration, or related field.
• At least five years of experience in quality assurance, quality monitoring, process improvement, or customer service operations.
• At least two years of experience leading, coaching, or coordinating the work of others.
• Experience auditing call center or customer service interactions and evaluating operational processes.
• Demonstrated ability to develop or improve QA criteria, scorecards, audit workflows, and reporting.
• Strong analytical skills, including the ability to identify patterns and turn findings into practical recommendations.
• Excellent written and verbal communication skills.
• Strong organization and follow-through, including the ability to manage findings and corrective actions across multiple teams.
• Proficiency with standard office and reporting tools.

Responsibilities

• Lead and support a team of at least two QA analysts, including setting priorities, reviewing work, coaching, and providing performance feedback.
• Develop, maintain, and continuously improve a structured QA program for service provider oversight and customer service support.
• Audit and evaluate business processes, customer service practices, and KMS content across all service centers providing services for the People First Call Center.
• Establish clear evaluation criteria, sampling approaches, documentation standards, and reporting practices.
• Analyze audit results and trends to identify recurring errors, process weaknesses, training needs, and customer experience issues.
• Communicate findings and recommendations to appropriate operational and client stakeholders.
• Partner with service center leadership, training, operations, and knowledge management teams to support corrective actions and continuous improvement.
• Identify processes that need to be documented or updated and coordinate their development with process owners.
• Review KMS materials for accuracy, completeness, usability, and alignment with approved procedures.
• Track corrective actions and follow up to assess whether changes address identified issues.
• Recommend practical improvements informed by relevant quality assurance and customer service practices.
• Maintain organized audit records, trend reports, and supporting documentation.
• Protect confidential customer and program information in accordance with applicable policies and contract requirements.

Skills

Quality assurance

Team leadership

QA auditing

QA criteria

Data analysis

Written communication

Organization

Office software

Education

Bachelor's degree

Tools

Office tools

Job description

Strada in Tallahassee, FL is seeking a hands-on Quality Assurance Manager to lead a small QA team and drive continuous improvement of service and business processes for the People First Call Center.

You will audit interactions and KMS content, establish evaluation criteria, and partner with operations to strengthen consistency, accuracy, and the customer experience while developing QA analysts and maintaining independence from day-to-day operations.