Manager, QA Operations - Remote

Overview

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.

In Short

• Execute QA vision, ensuring alignment to organizational priorities, regulatory requirements, and customer experience goals.
• Implement and maintain standardized QA frameworks, rubrics, and calibration processes.
• Serve as the primary escalation point for complex quality disputes.
• Lead, coach, and inspire a team of QA leaders and auditors.
• Establish and monitor KPIs to track audit accuracy and QA impact.
• Collaborate with cross-functional teams to align QA initiatives with business priorities.
• Serve as a business owner for QA management tools.
• Partner with Technology and Vendor Management teams for QA enhancements.
• Develop leadership bench strength within the QA function.
• Translate quality trends into operational insights.

Requirements

• 3+ years in Quality Assurance, Operations Performance, or Customer Experience leadership.
• Proven track record of executing quality strategies.
• Strong analytical skills to interpret performance trends.
• Skilled at leading operational process improvement initiatives.
• Strong relationship builder who can influence across functions.
• Proficiency in QA platforms and reporting tools.
• Strong verbal and written communication skills.
• Comfortable navigating fast-paced environments.

Benefits

• The salary band for this position ranges from $70,000 - $100,000 commensurate with experience and performance.
• 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 unique challenges.