Quality Assurance Leader for Contact Center Analytics

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

Job summary

Colorado 811 is seeking a Quality Assurance Manager to lead the analytics, compliance, and QA program across voice, digital, and ticket-processing interactions. You will drive continuous quality improvements, develop dashboards in Power BI, and partner with senior leadership to convert QA findings into coaching and process changes.

The role requires 5+ years in contact center QA/quality management, strong leadership, and experience with AI-assisted QA tools, with a hybrid on-site schedule in

Qualifications

• Bachelor's degree in business administration, quality assurance, quality management, data analytics, operations management, or a related field preferred; equivalent experience may be considered.
• 5+ years of experience in contact center quality assurance or quality management in customer service support operations, quality and compliance monitoring, or related operational quality functions, including at least 3+ years in a managerial or supervisory leadership role.
• Hands-On Call Center QA Experience: demonstrated hands-on QA reviews, evaluation of live/recorded interactions, QA scorecards, coaching feedback.

Responsibilities

• Lead the Quality Assurance Program: design, develop, implement, drive, maintain and continuously improve a comprehensive QA program.
• Drive QA program strategy in cross-organizational collaboration with leadership.
• Manage QA team performance, coach, develop, and hold accountable QA personnel.

Skills

Power BI

Microsoft Excel

Quality Assurance

Leadership

Coaching

Education

Bachelor's degree in business administration or related field

Tools

Five9

Exactix

QA tools

Job description

Colorado 811 is seeking a Quality Assurance Manager to lead the analytics, compliance, and QA program across voice, digital, and ticket-processing interactions. You will drive continuous quality improvements, develop dashboards in Power BI, and partner with senior leadership to convert QA findings into coaching and process changes.

The role requires 5+ years in contact center QA/quality management, strong leadership, and experience with AI-assisted QA tools, with a hybrid on-site schedule in