Manager, Quality Assurance
Core
Strategic leader ensuring integrity, consistency, and impact of quality measurement across customer interactions and AI-assisted monitoring systems.
Role type
Manager, Quality Assurance (Customer Experience)
Builds
Quality evaluation standards, governance frameworks, and AI audit processes for the Customer Success Organization.
Domain
Customer Experience (CX) / Quality Assurance / SaaS
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Strategic leadership, data analysis, quality framework development, calibration program management, stakeholder partnership, team leadership, performance management, AI system governance
Preferred skills
Experience with quality monitoring platforms, CRM proficiency, Google Suite, Zendesk, Gong, Talkdesk, Medallia, Maestro QA
Technologies
Zendesk, Gong, Talkdesk, Medallia, Maestro QA, Google Suite, CRM platforms
Responsibilities
Develop and maintain quality evaluation standards aligned with CX goals; oversee governance of AI-assisted quality monitoring systems; lead calibration programs for consistent standard application; monitor scoring variance across teams; lead and develop a team of QA Analysts; partner with CX leadership to align quality governance with broader strategy.
Seniority
Manager, hands-on IC with team leadership