Remote Senior Quality Leader: CX & Process Improvement

Everise, Inc.; Northern (KY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical coverage

401k

Paid time off

Job summary

Everise, Inc. is seeking a Senior Manager – Quality to lead end-to-end quality management across programs, ensuring superior customer experiences and compliance.

You will partner with Operations, Training, WFM, IT, and clients to translate data into actionable improvements and lead launches, transitions, and stabilization with HIPAA, PCI-DSS, GDPR, ISO 9001 adherence. The role requires 8+ years in quality management within CX/BPO contexts, strong analytical and leadership skills, and expertise

Qualifications

• Bachelor’s degree in Business, Engineering, Statistics, or related field; equivalent experience considered.

Responsibilities

• Lead end-to-end quality framework, including monitoring methodologies, scorecards, evaluation processes, sampling plans, quality standards, and calibration.
• Ensure alignment with client quality standards, SLAs, contractual requirements, and key metrics (QA Score, CSAT, NPS, FCR, AHT).
• Analyze data to identify trends, root causes, performance gaps, and improvement opportunities.
• Lead RCA, CAPA plans, and continuous improvement initiatives; collaborate with stakeholders to address gaps.
• Drive automation and AI-assisted quality monitoring, including speech/text analytics and automated QA.

Skills

Lean Six Sigma

RCA & CAPA

Power BI/Tableau

Quality leadership

Advanced Excel

Education

Bachelor’s degree in Business/Engineering/Statistics

Tools

QA platforms

Speech/Text analytics

Job description

Everise, Inc. is seeking a Senior Manager – Quality to lead end-to-end quality management across programs, ensuring superior customer experiences and compliance.

You will partner with Operations, Training, WFM, IT, and clients to translate data into actionable improvements and lead launches, transitions, and stabilization with HIPAA, PCI-DSS, GDPR, ISO 9001 adherence. The role requires 8+ years in quality management within CX/BPO contexts, strong analytical and leadership skills, and expertise