[Hiring] Senior Quality Assurance Manager @Everise

Role Description

The Senior Manager – Quality leads the end-to-end quality management framework across assigned programs and lines of business, ensuring consistent customer experience, operational performance, and compliance.

• Partner closely with Operations, Training, Workforce Management (WFM), IT, and client stakeholders to translate quality data and customer feedback into actionable insights and continuous improvement initiatives.
• Serve as the Quality lead for new program launches, transitions, ramp-ups, and stabilization efforts while ensuring alignment with client standards, SLAs, KPIs, and compliance requirements.

Qualifications

• Bachelor’s degree in Business, Engineering, Statistics, or related field; equivalent experience considered.
• 8+ years of Quality Management experience in BPO, CX outsourcing, or contact center environments.
• 3+ years of people leadership experience managing Quality teams.
• Experience managing multi-site or multi-program quality operations, including launches, transitions, and ramp-ups.
• Strong client-facing experience, including business reviews and quality-related escalations.
• Strong knowledge of Lean, Six Sigma, DMAIC, RCA, CAPA, and continuous improvement; Six Sigma Black Belt preferred.
• Advanced Excel skills and experience with BI/reporting tools such as Power BI or Tableau.
• Experience with QA platforms, automated QA, and speech/text analytics tools.
• Strong understanding of contact center KPIs, quality monitoring, calibration, and compliance requirements.
• Excellent analytical, communication, presentation, and cross-functional leadership skills.

Requirements

• Lead the 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 such as QA Score, CSAT, NPS, FCR, AHT, and compliance accuracy.
• Analyze quality, operational, transactional, and customer feedback data to identify trends, root causes, performance gaps, and improvement opportunities.
• Lead root cause analysis (RCA), corrective and preventive action (CAPA) plans, and continuous improvement initiatives using Lean, Six Sigma, DMAIC, Kaizen, and related methodologies.
• Partner with Operations, Training, WFM, IT, and other stakeholders to address performance and capability gaps and improve customer experience.
• Drive automation and AI-assisted quality monitoring solutions, including speech/text analytics and automated QA.
• Present quality performance, trends, recommendations, and improvement initiatives during client business reviews, including WBRs, MBRs, and QBRs.
• Manage quality-related client escalations and serve as a trusted advisor on quality and customer experience.
• Serve as the Quality lead for new program launches, transitions, ramp-ups, readiness assessments, and stabilization activities.
• Ensure compliance with applicable regulatory, contractual, and client requirements, including HIPAA, PCI-DSS, GDPR, ISO 9001, and data privacy standards.
• Maintain audit readiness, SOPs, quality documentation, process controls, and data integrity.
• Lead, coach, and develop Quality Analysts, Supervisors, Managers, and other Quality team members while fostering accountability and continuous improvement.

Benefits

• The anticipated base salary range for this remote position is between $65,000 – $75,000.
• Medical coverage, dental, vision, disability, 401k, and paid time off.
• Compensation may also include commission earnings and other benefit programs.
• The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.