Remote Quality Assurance Manager

Everise; United States; Ibrido; USD 90.000 - 140.000; Tempo pieno

Descrizione del lavoro

Everise in the United States seeks a Quality Manager to lead the QA function across programs, ensuring compliance with client requirements, operational standards, and organizational objectives. This role drives quality excellence through audit governance, performance analytics, calibration management, coaching strategies, and continuous improvement initiatives.

This position partners with Operations, Training, Workforce Management, Client Services, and other support functions to improve customer

Competenze

• Minimum 5–7 years of experience in a BPO or Contact Center environment.
• At least 2–3 years of leadership experience managing Quality Assurance teams.
• Experience presenting performance reviews to senior leadership and clients.
• Experience leading QA across multiple programs, clients, or lines of business.

Mansioni

• Develop and execute quality assurance strategies aligned with client goals.
• Lead QA Leads and QA Representatives; establish governance processes and performance expectations.
• Monitor QA coverage across voice, chat, email, social media, and back-office transactions.
• Analyze quality metrics, CSAT, NPS, FCR, and provide actionable insights.
• Lead calibration sessions and ensure compliance with client requirements and regulatory standards.

Conoscenze

Leadership

People management

Coaching

Change management

Stakeholder management

Decision-making

Data analytics

Quality management

Formazione

Bachelor’s degree

Strumenti

Excel

Power BI

CRM systems

SharePoint/Teams

Descrizione del lavoro

Everise in the United States seeks a Quality Manager to lead the QA function across programs, ensuring compliance with client requirements, operational standards, and organizational objectives. This role drives quality excellence through audit governance, performance analytics, calibration management, coaching strategies, and continuous improvement initiatives.

This position partners with Operations, Training, Workforce Management, Client Services, and other support functions to improve customer