Onsite QA Manager — Lead Quality & Process Improvement

Strada Inc.; Tallahassee (FL); In loco; USD 75.000 - 115.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health coverage

Retirement plans

Paid time off

Descrizione del lavoro

Strada Inc. is hiring a hands-on Quality Assurance Manager for the onsite Tallahassee, FL location. You will lead a small QA team, audit service interactions, and drive continuous improvement across processes and the knowledge management system.

The role emphasizes independent QA oversight, collaboration with operations, and strong documentation practices. You will mentor QA analysts, define success metrics, and ensure alignment with contract requirements and customer expectations.

Competenze

• Five+ years in quality assurance, quality monitoring, or related operations.
• At least two years leading or coordinating a team.
• Experience auditing call center or customer service interactions.
• Ability to develop QA criteria, scorecards, workflows, and reporting.
• Strong analytical and communication skills.

Mansioni

• Lead and support a team of at least two QA analysts, setting priorities and providing feedback.
• Develop, maintain, and improve a structured QA program for service oversight and support.
• Audit and evaluate business processes, customer service practices, and KMS content.
• Establish evaluation criteria, sampling, documentation standards, and reporting.
• Analyze audit results to identify errors, weaknesses, and training needs; drive corrective actions.
• Communicate findings and recommendations to operations and clients; partner with leadership and knowledge teams.

Conoscenze

Quality assurance

Leadership

Analytical thinking

Communication

Formazione

Bachelor’s degree in business, communications, public administration, or related field

Descrizione del lavoro

Strada Inc. is hiring a hands-on Quality Assurance Manager for the onsite Tallahassee, FL location. You will lead a small QA team, audit service interactions, and drive continuous improvement across processes and the knowledge management system.

The role emphasizes independent QA oversight, collaboration with operations, and strong documentation practices. You will mentor QA analysts, define success metrics, and ensure alignment with contract requirements and customer expectations.