Quality Assurance Manager

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

Job Details: Job Location: 16361 TABLE MOUNTAIN PARKWAY - GOLDEN, CO 80403, Position Type: Full Time, Salary Range: $95,000.00 - $110,000.00 Salary/year, Position Title: Quality Assurance Manager

POSITION SUMMARY

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.

AI AND ANALYTICS EXPERTISE SUMMARY

This role requires strong analytics capability, including the ability to use Power BI, advanced Microsoft Excel, dashboard reporting, QA KPI analysis, quality monitoring tools, speech analytics, real-time quality monitoring, and AI-assisted QA systems to improve QA program performance, strengthen service consistency, and support data-driven operational decisions. The role also supports automated interaction scoring, sentiment or conversation analytics, trend analysis, and cross-departmental reporting that connect QA insights to measurable outcomes such as service-level performance, customer experience, escalation reduction, error prevention, and training effectiveness.

ESSENTIAL FUNCTIONS / KEY RESPONSIBILITIES

QA Program Leadership

• Lead the Quality Assurance Program: Design, develop, implement, drive, maintain manage, and continuously improve a comprehensive QA program for voice, digital, ticket-processing, customer service, and online service interactions, ensuring all quality standards are clear, measurable, and consistently applied across the organization, and aligned with organizational goals and evolving business needs
• Drive Quality Program Strategy: Identify opportunities to strengthen and mature the cross-organizational quality assurance program through new methodologies, technology, process improvements, quality standards, and operational best practices. Recommend and implement enhancements that improve consistency, efficiency, compliance, customer experience, and measurable business outcomes in partnership with the Director of Customer Support.

Team Leadership and Coaching

• Manage QA Team Performance: Manage, coach, develop, mentor, and hold accountable QA personnel responsible for ticket quality reviews, scorecard completion, reporting, calibration support, and trend identification. Create an environment of continuous learning, professional development, accountability, and operational excellence within the QA team. This role includes authority to make recommendations regarding hiring, selection, promotion, reassignment, corrective action, suspension, termination, and other employment-status decisions based on documented performance, quality, productivity, conduct, and business needs.
• Improve Agent Quality Performance: Monitor agent and customer support staff quality performance trends, identify individual and team-level improvement opportunities, and partner with other managers, supervisors, and trainers to ensure feedback results in measurable behavior change and improved service quality and ticket accuracy for both online and agent-generated tickets and services.
• Deliver Coaching and Feedback Support: Ensure QA findings are translated into clear, timely, and actionable coaching feedback that supports agent and customer service staff development, improves consistency, and reinforces quality expectations across the contact center and customer service.

Quality Review, Compliance, and Audit Readiness

• Oversee Ticket and Customer Interaction Audits: Ensure live and recorded Five9 interactions and Exactix ticket entries are evaluated for accuracy, agent professionalism, completeness, mapping precision, excavation scope, ticket type, and required documentation.
• Ensure Regulatory and Procedural Compliance: Promote adherence to Colorado 811 requirements and policies, applicable Colorado Revised Statutes, notification timelines, emergency procedures, tolerance zone guidance, positive response expectations, and internal operating procedures.
• Develop Scorecards and Calibration Practices: Create, maintain, and refine QA rubrics that balance customer service behaviors, technical ticket accuracy, GIS and mapping requirements, compliance standards, and documentation quality.
• Develop Executive Reporting: Create, maintain, and refine QA rubrics, Power BI dashboards, and monthly QA program outcome reports in partnership with the data governance team for the Executive Director and Senior Leadership team.
• Lead Calibration and Scoring Alignment: Facilitate regular calibration sessions with QA team members, supervisors, trainers, and operations leaders to ensure scoring consistency, evaluator alignment, fair application of standards, and shared understanding of quality expectations.
• Drive Coaching and Continuous Improvement: Partner with supervisors, team leaders, training staff, Contact Center leadership, and Operations leadership to translate QA findings into targeted coaching, refresher training, process improvements, and performance action plans. Lead ongoing evaluation of QA processes and recommend improvements that increase operational consistency, service quality, and program effectiveness.
• Analyze Quality Trends and Report Results: Identify recurring defect drivers, such as mapping errors, ticket content errors, agent effectiveness issues, address interpretation issues, incomplete excavation details, classification errors, or inconsistent call handling, and provide actionable reporting to leadership.
• Own KPI Reporting and Quality Insights: Produce and communicate recurring KPI reports, dashboards, trend summaries, and executive-level quality insights that connect QA performance to service level, customer experience, complaints, escalations, repeat errors, training effectiveness, and operational accuracy.
• Drive Customer Experience Improvement: Use quality data, customer feedback, complaint and escalation trends, and interaction reviews to identify opportunities to improve customer experience, communication clarity, call handling consistency, and issue resolution.
• Conduct Root Cause Analysis: Analyze recurring quality defects, ticket errors, call handling issues, mapping inaccuracies, complaints, escalations, and process gaps to identify root causes and recommend corrective actions, training needs, system improvements, or procedural changes.

Technology, Analytics, and Reporting

• Advance Quality Technology and Analytics: Use quality monitoring tools, dashboards, reporting analytics, and emerging speech analytics or AI-assisted QA capabilities to expand review coverage, identify trends, and improve coaching effectiveness. Continuously evaluate emerging QA technologies and recommend innovative solutions that improve automation, reporting, operational efficiency, and the customer experience.
• Maintain Call Center Technology Familiarity: Stay proficient with contact center platforms, QA monitoring systems, ticketing applications, workforce management tools, dashboards, reporting tools, and related technologies used to evaluate interactions and improve service delivery.
• Maintain Audit Readiness and Corrective Action Follow-Up: Ensure QA records, scorecards, calibration documentation, defect trend reporting, and supporting materials are maintained in an audit-ready manner; lead corrective action tracking for recurring quality, compliance, service, or process gaps.

Operational Readiness and Cross-Functional Alignment

• Support Peak Season Readiness: Partner with Contact Center and Customer Support Management to adjust QA workflows, sampling strategies, coaching cadence, and reporting priorities during high-volume months to maintain quality, safety, and service levels without sacrificing accuracy.
• Promote Cross-Functional Alignment: Serve as a quality subject matter expert for operational QA initiatives, system changes, process updates, training enhancements, and escalation reviews.
• Support Knowledge Base and SOP Improvements: Identify knowledge gaps, outdated procedures, inconsistent guidance, and recurring agent questions discovered through QA reviews, audits, trend analysis, complaints, escalations, and root cause analysis; partner with Training, Operations, and subject matter experts to recommend updates to knowledge base articles, SOPs, scripts, job aids, FAQs, and training materials.
• Perform Other Duties as Assigned: Perform other related duties, responsibilities, projects, and assignments as needed to support the QA program, Customer Support operations, organizational priorities, and business needs.

Confidentiality and Data Integrity

• Maintain Confidentiality: Safeguard confidential employee, customer, operational, ticket, call recording, QA evaluation, coaching, and performance-related information accessed through the quality assurance process.
• Ensure Data Integrity: Maintain accurate, complete, timely, and consistent QA records, scorecards, calibration documentation, trend reports, corrective action tracking, and supporting materials in accordance with internal procedures and audit-readiness expectations.
• Use QA Data Responsibly: Apply QA findings, dashboards, analytics, AI-assisted scoring, speech analytics, and reporting insights objectively and appropriately to support coaching, compliance, operational improvement, leadership reporting, and customer experience improvement.
• Promote Ethical Information Handling: Reinforce appropriate access, storage, sharing, retention, and use of QA‑related information while supporting fair, consistent, and transparent quality evaluation practices.

Key Performance Indicators

• Internal Quality Score performance across voice, digital, and ticket-processing and customer support call reviews in all departments.
• Measure and monitor mapping accuracy, ticket accuracy, and defect reduction rates.
• Set and monitor QA completion rates and goals, sampling consistency, and timely feedback delivery.
• Implement SLA and quality monitoring completion targets, including timely completion of assigned evaluations, feedback delivery, calibration participation, and corrective action follow-up.
• Establish calibration variance, scoring consistency, and evaluator alignment.
• Manage call monitoring coverage, QA scorecard completion, scoring consistency, and calibration participation rates.
• Set and monitor goals for reducing repeat defects through coaching, training, and process improvement.
• Define business outcome improvement goals with the Senior Leadership team and link them to all QA activities, including service level, customer experience, complaints and escalations, repeat errors, training effectiveness, and operational accuracy.
• Manage customer experience improvement recommendations reflected in complaint reduction, escalation reduction, improved call handling consistency, and improved first‑contact resolution where applicable.
• Direct report engagement, productivity, quality, and development progress.

WORK ENVIRONMENT

Hybrid schedule with regular on-site presence and remote work flexibility, based on business needs. Must be located within reasonable commuting distance of Golden, Colorado, to accommodate a minimum of two business days in person in the office.

PHYSICAL REQUIREMENTS

Primarily operates in a professional office and contact center environment, with hybrid work flexibility based on business needs and subject to adjustment without notice. Must be able to sit for extended periods while using a computer, keyboard, mouse, dual monitors, headset, telephone, and other standard office equipment. Must be able to view screens and review detailed data and report documentation. Must be able to communicate clearly by phone, video, email, chat, and in person. May require occasional standing, walking, reaching, bending, or lifting and carrying office materials or equipment typically weighing up to 25 pounds. Regular on-site presence may be required for meetings, training, calibration sessions, team support, and operational needs.

Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the position.

Equal Employment Opportunity (EEO) & ADA Accommodation

Colorado 811 is an equal opportunity employer. We do not and shall not discriminate in employment, recruitment, advertising for employment, compensation, termination, upgrading, promotions, and other conditions of employment on the basis of race, color, religion (creed), sex, sexual orientation, gender identity or expression, age, national origin (ancestry), disability, marital status, military status, or any other status protected by applicable law. Colorado 811 will provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state law. Applicants who need accommodation to participate in the hiring process may contact Human Resources.

Disclaimer

This job description is intended to describe the general nature and level of work performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and requirements. Duties, responsibilities, and activities may change at any time with or without notice, based on business needs.

Qualifications: EDUCATION AND EXPERIENCE REQUIREMENTS

Education: 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.

Experience: 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 experience conducting quality assurance reviews, evaluating live and recorded interactions, applying QA scorecards, documenting findings, and delivering actionable feedback to improve agent performance and operational quality.
• Call Center Technology Familiarity: Working knowledge of call or customer service center technologies, including phone systems, agent call recording, QA monitoring tools, ticketing systems, workforce management tools, dashboards, and reporting platforms.
• AI-Driven Quality Assurance Systems: Experience with advanced quality monitoring platforms, speech analytics, automated interaction scoring, AI‑assisted quality assurance capabilities, or similar technology-enabled quality solutions. Direct experience with AI-driven QA platforms is preferred but not required. Candidates should demonstrate strong technical aptitude, curiosity, and the ability to evaluate, adopt, and leverage emerging quality technologies to improve operational performance. Experience with systems such as NICE Enlighten AI, CallMiner, Observe.AI, Level AI, Verint Quality Management, Medallia Speech, Balto, Cresta, Calabrio ONE, or similar platforms is preferred. Strong experience with call monitoring, QA scorecard governance, calibration practices, and consistent quality evaluation standards.
• Strong managerial aptitude with experience coaching, developing, and holding team members accountable for performance, productivity, and quality expectations. Demonstrated experience directing QA personnel, setting priorities, managing workload distribution, evaluating performance, documenting coaching and corrective action follow-up, and providing meaningful personnel recommendations is required.

REQUIRED QUALIFICATIONS & SKILLSET

• Call Monitoring and Scorecard Expertise: Proven ability to design, apply, and manage call monitoring QA best practices, QA scorecards, cross-departmental quality standards, evaluation criteria, coaching documentation, and agent performance feedback processes.
• Demonstrated ability to lead, manage, maintain, and continuously improve a quality assurance program and team with clear accountability for results.
• Team Leader and Managerial Authority: Required ability to manage the QA function as a recognized subdivision of the Customer Support Department, customarily and regularly direct QA personnel, assign and prioritize QA work, establish performance expectations, approve workflows, monitor productivity and quality results, conduct one‑on‑one performance discussions, recommend employment‑status changes, and ensure QA personnel are held accountable for quality, productivity, documentation, and professional standards.
• Proven analytical thinking skills with the ability to use data, trends, and reporting insights to support sound decision‑making and operational improvement.
• Advanced ability to use quality technology, analytics dashboards, speech analytics, AI‑assisted QA tools, and reporting platforms to improve service quality, coaching effectiveness, and business outcomes.
• Ability to support agent coaching, feedback delivery, performance improvement, and customer experience initiatives in partnership with supervisors, trainers, and operations leaders.
• Excellent attention to detail, process discipline, documentation accuracy, and follow‑through.
• Sound regulatory awareness and safety‑first judgment, with the ability to apply procedures, quality standards, and compliance requirements consistently.
• Strong change management, communication, and cross‑functional collaboration skills, with the ability to influence process improvements across teams.

PREFERRED QUALIFICATIONS

• Industry Knowledge: Call/customer service center experience or direct experience in an 811 One Call Center, utility, damage prevention, public safety, dispatch, or other highly regulated contact center environment is strongly preferred.
• System Expertise: Hands‑on experience with contact center / customer service management platforms/CRMs, QA monitoring tools, scheduling tools, and ticketing systems; experience with Five9, Exactix, QA tools, web ticket entry, and polygon mapping is highly preferred.
• Analytics and Reporting Tools: Experience using dashboards, reporting tools, Excel, Power BI, contact center dashboards, QA platforms, speech analytics, workforce management systems, or similar analytics platforms to monitor performance and communicate actionable insights is strongly preferred.
• QA Platform Administration: Experience administering QA platforms, quality monitoring tools, scorecards, evaluator workflows, reporting configurations, or related contact center quality systems is preferred.
• Preferred QA Tools Experience: Experience with contact center QA tools and quality monitoring platforms, including interaction evaluation, scorecard management, calibration workflows, speech analytics, AI‑assisted QA review, dashboard reporting, automated sampling, and evaluator performance tracking. Sample systems may include NICE Quality Management, NICE Enlighten AI, CallMiner, Observe.AI, Level AI, Verint Quality Management, Medallia Speech, Balto, Cresta, Calabrio ONE, Five9 Quality Management, or similar platforms.
• Technical Aptitude: Strong technology-forward background, spatial reasoning, and the ability to interpret maps, image and text data outputs, coordinates, street intersections, excavation boundaries, and other location‑based imagery data and text details. Demonstrated curiosity for emerging technologies and a track record of evaluating, implementing, or optimizing technology solutions that improve operational effectiveness, reporting, or quality outcomes.
• Regulatory and Compliance Mindset: Ability to understand, apply, and reinforce rules, procedures, quality standards, documentation requirements, and safety‑focused practices with consistency and sound judgment.
• Leadership and Communication: Demonstrated ability to lead direct reports, deliver clear coaching, facilitate calibration conversations, communicate quality findings to multiple audiences, and influence process improvement.

Core Competencies

• Quality team and project leadership with an accountability‑forward approach.
• Call and data monitoring, QA scorecard governance, and quality evaluation consistency.
• Analytical thinking and data‑driven decision‑making.
• Ability to use advanced quality technology, Power BI, data analytics, Microsoft Excel, dashboards, speech analytics, AI‑assisted QA tools, and reporting insights to improve operational QA outcomes.
• Coaching, performance management, team development, and strong managerial aptitude.
• Team leadership, direct supervision of QA personnel, work assignment, performance accountability, and personnel recommendation authority.
• Agent and service member coaching, feedback delivery, performance improvement, and customer experience focus.
• Attention to detail and process discipline.
• Change management and cross‑functional collaboration.
• Strategic program development, continuous improvement, innovation, and quality management leadership.