QA Leader: Transform Customer Experience (Hybrid)

Colorado 811; Golden (CO); Hybrid; USD 95,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Hybrid work environment

Life insurance

Job summary

Colorado 811 seeks a Quality Assurance Manager to lead and elevate the QA program across contact center operations. You will drive analytics, coaching, and process improvements to ensure accurate ticket processing, consistent service, and audit-ready documentation.

The role emphasizes strategic quality leadership, cross-functional collaboration, and leveraging technology to transform customer experience while maintaining regulatory compliance.

Qualifications

• Bachelor’s degree in business administration, quality assurance, or a related field.
• n+1

Responsibilities

• Build and evolve a modern QA program across customer interactions and processes.
• Lead and develop a high-performing QA team.
• Partner with operations, training, and leadership to translate insights into improvements.

Skills

QA Experience

People Leadership

Power BI

Advanced Excel

KPI Analysis

QA Tools

Education

Bachelor’s degree in business/quality or related field

Tools

Quality monitoring tools

Job description

Colorado 811 seeks a Quality Assurance Manager to lead and elevate the QA program across contact center operations. You will drive analytics, coaching, and process improvements to ensure accurate ticket processing, consistent service, and audit-ready documentation.

The role emphasizes strategic quality leadership, cross-functional collaboration, and leveraging technology to transform customer experience while maintaining regulatory compliance.