QA Manager - Contact Center Analytics & Compliance

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

Benefits offered by this job

Health insurance

401(k) with employer contribution

Generous paid time off and holidays

Hybrid work environment

Annual performance bonus

Life insurance

Job summary

Colorado 811 seeks a Quality Assurance Manager to lead the QA program across customer support operations, analytics, and compliance. You will develop dashboards, identify trends, and coach teams to deliver consistent service quality and improved outcomes.

You will collaborate with leadership, operations, training, and data governance to translate quality insights into actionable improvements, ensuring audit-ready documentation and regulatory compliance.

Qualifications

• Bachelor’s degree in business administration, quality assurance, quality management, data analytics, operations management, or related field preferred; equivalent experience may be considered.
• 5+ years of Contact Center Quality Assurance or Quality Management experience
• 3+ years of people leadership experience managing QA, compliance, or operational quality teams
• Experience with call monitoring programs, QA scorecards, calibration sessions, quality evaluations, and compliance reviews
• Strong analytical and reporting capabilities using Power BI and Advanced Excel

Responsibilities

• Lead quality assurance, analytics, and compliance program across voice, digital, and ticket processing.
• Develop reports and dashboards; translate QA findings into coaching and process improvements.
• Coach, mentor, and develop QA professionals; foster accountability and operational excellence.
• Collaborate with leadership, operations, training, and data governance to drive quality improvements.

Skills

QA leadership

Power BI

Advanced Excel

KPI analysis

Quality monitoring tools

Data analytics

Coaching & development

Education

Bachelor’s degree in business administration or related field

Tools

Power BI

Excel

QA monitoring tools

Speech analytics

Job description

Colorado 811 seeks a Quality Assurance Manager to lead the QA program across customer support operations, analytics, and compliance. You will develop dashboards, identify trends, and coach teams to deliver consistent service quality and improved outcomes.

You will collaborate with leadership, operations, training, and data governance to translate quality insights into actionable improvements, ensuring audit-ready documentation and regulatory compliance.