Senior Manager, Quality, Specialty
Core
Lead the quality program across high-stakes Community Support functions (Safety, Premium Support, CS Labs), focusing on behavioral compliance, harm prevention, and regulatory exposure.
Role type
Senior Manager, Quality (Specialty)
Builds
Global quality operating models, automated KPI reporting, AI/ML assisted QA tools, and a unified quality culture across distributed teams.
Domain
Customer Support / Trust & Safety / Quality Assurance
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Quality program leadership, root cause analysis, QA tooling ownership, global team management, AI/ML QA governance, vendor partner governance, executive stakeholder management, change management, Six Sigma/Lean methodologies, COPC/AQS frameworks.
Preferred skills
COPC certification, Six Sigma Green/Black Belt, Observe.AI experience, program management, organizational design, BPO/vendor governance at scale.
Technologies
AutoQA, Observe.AI, QA tooling platforms, predictive NPS/CSAT tools.
Responsibilities
Define and execute specialty quality strategy; oversee global QA evaluation execution; lead root cause analysis and translate findings into product/policy changes; formalize audit controls; establish automated KPI reporting and NPS frameworks; drive AutoQA adoption and Responsible AI quality governance; lead a globally distributed team of Quality Leads and Analysts; manage vendor partner governance and calibration.
Seniority
Senior Manager, hands-on leadership with strategic scope