About The Team

The Manager, QA Operations, serves as an operational leader responsible for executing and supporting our Quality Assurance (QA) strategy across internal teams and global BPO partners. This role ensures our QA program not only measures accuracy and compliance but also directly enables operational performance, customer experience improvements, and business growth.

Supporting senior leadership with operational insights and strong execution, the Manager, QA Operations oversees a high-performing team, optimizes QA processes, and uses data-driven insights to influence cross-functional decision-making. This role requires the ability to anticipate operational needs, respond to evolving business priorities, and deliver scalable quality solutions that drive measurable impact.

What You’ll Do

Operations Management Execute QA vision, ensuring alignment to organizational priorities, regulatory requirements, and customer experience goals. Implement and maintain standardized QA frameworks, rubrics, and calibration processes to drive consistency across internal and BPO operations. Serve as the primary escalation point for complex quality disputes, ensuring fair, clear and transparent resolution. Team Leadership & Development Lead, coach, and inspire a team of QA leaders and auditors, fostering a culture of accountability, excellence, and continuous improvement. Develop leadership bench strength within the QA function through targeted mentoring and succession planning. Partner with senior leadership on hiring, onboarding, and skill development programs to ensure the team can meet future business needs. Data-Driven Insights & Performance Enablement Establish and monitor KPIs to track audit accuracy, operational alignment, and QA impact. Translate quality trends and performance data into clear operational insights that enable strategic decision-making. Partner with analytics teams to develop simple insights and trends that highlight quality risks and opportunities before they arise. Cross-Functional Influence & Change Leadership Collaborate with cross functional teams to align QA initiatives with business priorities. Act as a change agent for platform optimization, policy refinement, and process innovation. Lead strategic initiatives, such as the launch of new quality tools, systems integrations, or operational playbooks. Platform Governance & Optimization Serve as a business owner for MaestroQA and related quality management tools, ensuring effective configuration, adoption, and performance. Partner with Technology and Vendor Management teams to identify enhancements, integrations, and automations that improve QA scalability.

Who You Are

Experience: 3+ years in Quality Assurance, Operations Performance, or Customer Experience leadership, with at least 1 year in a management capacity. Operational Leadership: Proven track record of executing quality strategies and delivering measurable operational impact. Analytical Skills: Strong ability to interpret performance trends, forecast outcomes, and enable data-backed  decision-making. Change Management: Skilled at leading operational process improvement and policy initiatives across multiple geographies and stakeholder groups. Collaboration Skills: Strong relationship builder who can influence across functions and levels of the organization. Technical Acumen: Proficiency in QA platforms (Maestro preferred), CRM systems, reporting tools, and workforce management software. Effective Communication: Strong verbal and written communication skills, with experience presenting to leadership and cross-functional partners. Adaptability: Comfortable navigating fast-paced, evolving environments with shifting priorities.

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Compensation & Benefits

The salary band for this position ranges from $70,000 - $100,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living.  This position will be eligible for a competitive year end performance bonus & equity package.  Full medical, dental, vision package to fit your needs  Flexible vacation policy; work hard and take time when you need it  Pet discount plans & retirement plan with company match (401K)  The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world 

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