Onsite Quality Assurance Manager — Process & CX Leader

1US21 NorthgateArinso LLC; Tallahassee (FL); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health coverage

Retirement plans

Paid leave

Job summary

Strada is seeking a hands-on Quality Assurance Manager onsite in Tallahassee, FL to lead a small QA team and drive rigorous quality programs across service centers for the People First Call Center.

The role audits interactions, processes, and KMS content, identifies gaps, and partners with operations to improve accuracy and customer experience. Strong leadership and communication are essential.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 5+ years in quality assurance, quality monitoring, or customer service operations.
• 2+ years in leading or coordinating a team.

Responsibilities

• Lead a QA team of at least two analysts and set priorities.
• Develop and maintain a structured QA program across service centers.
• Audit customer service interactions, processes, and KMS content.
• Identify gaps, recommend improvements, and track corrective actions.
• Communicate findings to stakeholders and support continuous improvement.

Skills

QA management

Quality auditing

Process improvement

Team leadership

Data analysis

Documentation

Communication

Education

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

Tools

KMS

QA platforms

Job description

Strada is seeking a hands-on Quality Assurance Manager onsite in Tallahassee, FL to lead a small QA team and drive rigorous quality programs across service centers for the People First Call Center.

The role audits interactions, processes, and KMS content, identifies gaps, and partners with operations to improve accuracy and customer experience. Strong leadership and communication are essential.