Manager, Quality Assurance
Core
Own the end-to-end QA programme across all support channels to ensure high-quality customer interactions and drive team improvement.
Role type
Manager, Quality Assurance (Customer Support)
Builds
QA frameworks, scoring rubrics, calibration processes, feedback loops, and reporting dashboards.
Domain
Fintech / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
QA function management, people management, analytical mindset, QA tooling familiarity, support platform familiarity, cross-functional influence, data-driven storytelling
Preferred skills
scaling QA in high-growth environments, CSAT/NPS expertise, BPO/outsourced support QA background
Technologies
Playvs, Klaus, MaestroQA, Zendesk, Intercom
Responsibilities
Define and maintain quality standards across chat, email, and phone channels; lead and develop QA analysts/coaches; partner with Team Leads to translate QA findings into agent coaching; analyze quality trends and surface insights to leadership; flag recurring product or process issues; run calibration sessions for consistent scoring.
Seniority
Manager, hands-on leadership