Quality Assurance Manager

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

Benefits offered by this job

401(k)

Dental insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

Job summary

Colorado 811 seeks a strategic Quality Assurance Manager to lead our contact center QA, analytics, and compliance program across voice, digital, and ticket processing. You will develop, mature, and govern enterprise QA standards, coaching teams to improve customer experience and operational quality.

You’ll leverage Power BI, Excel, and AI-powered tools to transform data into actionable improvements, partner with Operations, Training, and Leadership, and drive measurable outcomes in

Qualifications

• 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 conducting and managing: Call monitoring programs, QA scorecards, Calibration sessions, Quality evaluations, Compliance reviews, Coaching and performance improvement initiatives.
• Strong analytical and reporting capabilities using Power BI, Advanced Excel, Dashboard reporting, KPI analysis, Quality monitoring tools.

Responsibilities

• Build and Lead a Modern QA Program across customer interactions, ticket processing, online services, and workflows.
• Transform Data Into Action using reporting, dashboards, quality analytics, and AI-powered tools to identify trends and root causes.
• Lead and Develop a High-Performing Team through coaching, mentorship, and accountability.
• Partner Across the Organization with leadership, operations, training, workforce management, and data governance to translate QA insights into actions.

Skills

QA management

Call monitoring

Data analytics

Power BI

Excel

KPI analysis

Coaching

Leadership

Quality assurance

Education

Bachelor's degree in business administration or related field

Tools

Power BI

NICE Enlighten AI

CallMiner

Verint

Observe.AI

Calabrio ONE

Job description

*About Colorado 811*Colorado 811 is a mission-driven nonprofit dedicated to public safety and underground damage prevention across Colorado. Our work helps protect people, infrastructure, communities, and essential services by supporting clear communication between public utility providers and excavators before excavation begins. We operate in a technology-enabled environment where reliable systems, strong coordination, and disciplined execution are critical to serving our members, excavators, stakeholders, and the public.The *Quality Assurance (QA) Manager* leads Colorado 811’s contact center quality assurance, analytics, and compliance program to ensure accurate ticket processing, consistent customer service, reliable documentation, and measurable quality improvement across voice, digital, ticket-processing, and online service interactions. This role is responsible for developing, leading, and continuously improving the organization's quality assurance program, establishing consistent quality practices, strengthening operational performance, and partnering with leadership to improve the customer experience and operational outcomes.This role manages QA personnel, oversees evaluation standards and calibration practices, monitors ticket and mapping accuracy, develops reporting and dashboards, and partners with Customer Support, Education and Training, Workforce Management, Operations, and Senior Leadership to translate QA findings into coaching, process improvement, and stronger business outcomes. The QA Manager is accountable for maintaining audit-ready documentation, identifying defect trends, strengthening quality standards, supporting quality-focused training initiatives, developing the QA team, and reinforcing accountability for customer service, ticket accuracy, compliance, and operational quality across the organization.*Lead Quality. Drive Performance. Transform the Customer Experience.**Are you a strategic quality leader *who sees beyond scorecards and audits?*Do you thrive *on building programs, leveraging technology, uncovering trends in data, and transforming quality insights into measurable business results?*Colorado 811 *is looking for a *Quality Assurance Manager* to lead the future of quality across our customer support operations. This position is ideal for someone who combines operational excellence, analytics expertise, people leadership, and a passion for continuous improvement.*You will have the opportunity* to shape and mature an enterprise-wide quality assurance program that impacts customer experience, operational performance, compliance, coaching effectiveness, ticket accuracy, and organizational success.*Why This Role Matters*At Colorado 811, every interaction contributes to public safety.Our teams help protect underground infrastructure, support excavators, contractors, utilities, municipalities, and the communities we serve across Colorado.As our Quality Assurance Manager, you will lead the quality program that ensures customer interactions, ticket processing, mapping accuracy, and operational processes meet the highest standards of consistency, compliance, and service excellence.*What You'll Do:**Build and Lead a Modern QA Program*You'll drive the evolution of a comprehensive quality assurance program across customer interactions, ticket processing, online services, and operational workflows. You'll identify opportunities for innovation, implement best practices, and create sustainable quality standards that improve business outcomes.*Transform Data Into Action*You'll leverage reporting, dashboards, quality analytics, Power BI, Excel, quality monitoring systems, speech analytics, and emerging AI-powered quality tools to identify trends, uncover root causes, and drive measurable improvements.*Lead and Develop a High-Performing Team*You'll coach, mentor, and develop quality professionals while establishing a culture of accountability, continuous learning, operational excellence, and performance improvement.*Partner Across the Organization*You'll work closely with leadership, operations, training, workforce management, customer support, and data governance teams to translate quality insights into coaching strategies, training initiatives, and operational improvements.*We're Looking for Someone Who Has:** Bachelor’s degree in business administration, quality assurance, quality management, data analytics, business analytics, operations management, or a 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 or supervising QA, compliance, or operational quality teams* Experience conducting and managing:* Call monitoring programs* QA scorecards* Calibration sessions* Quality evaluations* Compliance reviews* Coaching and performance improvement initiatives* Strong analytical and reporting capabilities using:* Power BI* Advanced Excel* Dashboard reporting* KPI analysis* Quality monitoring tools* Operational reporting systems* Proven success using quality insights to drive measurable improvements in customer experience, service quality, operational consistency, compliance, and business results.*Bonus Points If You Have Experience With:** NICE* NICE Enlighten AI* CallMiner* Observe.AI* Verint* Calabrio ONE* Level AI* Medallia Speech* Five9 Quality Management* AI-assisted quality assurance tools* Speech analytics platforms* Utility, public safety, dispatch, 811, or highly regulated contact center environments*This Role Is Perfect For Someone Who:** Loves building and improving programs* Gets excited about analytics and emerging technology* Believes quality is a business strategy, not just a scorecard* Can influence leaders through data and insights* Enjoys coaching others to higher performance* Thrives in a fast-paced operational environment* Wants to make a meaningful impact on public safety and customer experience every day*Location & Work Arrangement*This position follows a hybrid work schedule with a minimum of two business days per week onsite in our Golden, Colorado office. Candidates must reside within the state of Colorado and within reasonable commuting distance of Golden, Colorado.*Compensation & Benefits**Base Salary Range: $95,000–$110,000* per annum - range is an estimated guideline. Individual compensation will vary based on non-discriminatory factors such as education, experience, knowledge, skill level, abilities, and other competencies.In addition to competitive compensation, you'll join a mission-driven organization focused on employee development, operational excellence, innovation, and public service.*Colorado 811 offers a competitive compensation and benefits package* designed to support employee health, well-being, flexibility, and productivity.* Colorado 811 pays 100% of employee premiums for company-sponsored health and wellness benefits, including low-deductible health plan options, HSA and FSA options, dental insurance, and vision insurance.* Company-sponsored life insurance, long-term disability, and Employee Assistance Program.* 401(k) with employer contribution.* Generous paid time off and paid holidays.* Hybrid work environment, annual performance bonus, and business casual culture.*Ready to Build Something Bigger Than a QA Program?*If you're a technology-forward quality leader who wants to modernize quality assurance, influence organizational strategy, and lead meaningful improvements that matter, we'd love to hear from you.*Apply today and help shape the future of quality at Colorado 811!**Application Deadline: August 28, 2026*_*Equal Employment Opportunity (EEO) and ADA Accommodation*__Colorado 811 is an equal opportunity employer. We are committed to providing equal employment opportunities and do not discriminate in employment, recruitment, compensation, promotion, termination, or other terms and conditions of employment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, marital status, military or veteran status, or any other status protected by applicable law. Reasonable accommodation is available for qualified individuals with disabilities in accordance with applicable law._Pay: $95,000.00 - $110,000.00 per yearBenefits:* 401(k)* Dental insurance* Employee assistance program* Flexible spending account* Health insurance* Health savings account* Life insurance* Paid time off* Vision insuranceWork Location: Hybrid remote in Golden, CO 80403