Remote Global QA Manager – Lead Quality & Innovation

Everise, Inc.; Alabama; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Everise, Inc. is seeking a Quality Manager to lead QA across programs, ensuring adherence to client requirements and standards.

You will drive governance, coaching, and continuous improvement while collaborating with Operations, Training, and Client Services to boost customer experience. Responsibilities include overseeing audits for voice, chat, email, and back-office channels, analyzing metrics, presenting to senior leadership, and guiding QA teams toward measurable performance improvements in

Qualifications

• Bachelor's degree in any discipline or equivalent experience.
• Minimum 5-7 years of experience in a BPO or Contact Center environment.
• 2-3 years of leadership experience managing Quality Assurance teams.
• Experience presenting performance reviews and business insights to senior leadership and clients.
• Strong analytical and data-driven decision making.

Responsibilities

• Lead QA strategy and governance across programs and sites.
• Oversee quality monitoring for voice, chat, email, social media, and back-office transactions.
• Analyze quality metrics and provide actionable insights to stakeholders and clients.
• Manage escalations related to quality concerns and customer experience issues.
• Coach and develop QA staff; drive continuous improvement initiatives.
• Ensure compliance with client requirements, regulatory standards, and company policies.
• Lead calibration sessions to align scoring and maintain audit integrity.

Skills

Leadership Skills

People management

Coaching

Change management

Stakeholder management

Data analytics

Quality management

Root Cause Analysis

Process improvement

Excel

Power BI

Education

Bachelor's degree

Tools

Microsoft Excel

Power BI

PowerPoint

CRM platforms

SharePoint

Teams

Job description

Everise, Inc. is seeking a Quality Manager to lead QA across programs, ensuring adherence to client requirements and standards.

You will drive governance, coaching, and continuous improvement while collaborating with Operations, Training, and Client Services to boost customer experience. Responsibilities include overseeing audits for voice, chat, email, and back-office channels, analyzing metrics, presenting to senior leadership, and guiding QA teams toward measurable performance improvements in