Manager, Quality Assurance, Customer Support
Core
Lead the evolution of a Quality Assurance program for customer support interactions, leveraging AI tooling to measure, maintain, and improve service quality across email, chat, messaging, and voice channels.
Role type
Manager, Quality Assurance (Customer Support)
Builds
Centralized QA strategy, frameworks, scorecards, audit methodologies, and calibration processes for support teams.
Domain
Cybersecurity / Customer Support Operations / AI-enabled workflows
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
QA program building and scaling, leadership of individual contributors, omnichannel support experience, analytical interpretation of QA metrics, AI-enabled support tool evaluation, CRM platform proficiency, cross-functional stakeholder alignment
Preferred skills
Experience in Atlantic/Eastern/Central timezones, managing QA specialists or team leads
Technologies
Zendesk, AI-enabled support technologies, QA platforms
Responsibilities
Define and operationalize a centralized QA strategy across support channels; Iterate on QA frameworks, scorecards, and calibration processes; Analyze QA results and CSAT trends to identify coaching opportunities; Evaluate both human and AI-generated customer interactions for quality and compliance; Partner with leadership to translate QA insights into operational improvements; Develop reporting and presentations on QA performance and risks; Support organizational change initiatives and product launches; Drive a culture of continuous improvement through feedback loops.
Seniority
Manager, strategic ownership with hands-on execution