Quality Assurance Assistant Team Manager - Remote

Overview

This role involves supporting operational excellence across client-facing projects as a Quality Assurance (QA) Assistant Team Manager.

In Short

• Execute QA reviews using tools such as Klaus, Zendesk QA, or similar platforms.
• Deliver clear, constructive, and actionable QA feedback to team members and contractors.
• Collaborate with Project Managers to identify coaching opportunities and address recurring QA issues.
• Support the refinement and management of QA rubrics and ensure consistent application of scoring standards.
• Monitor performance trends and escalate concerns requiring intervention.
• Serve as a point of contact for Mods, Leads, and other staff regarding QA questions.
• Assist with onboarding and offboarding of employees and contractors.
• Lead shadowing sessions, productivity checks, and performance documentation.
• Help maintain documentation related to QA workflows and training materials.
• Track and analyze QA and performance metrics to support KPI and SLA adherence.

Requirements

• 2+ years experience in a Quality Assurance, Team Lead, or Assistant Project Manager role.
• Strong familiarity with QA platforms such as Klaus, Zendesk QA, MaestroQA, or similar.
• Experience with Zendesk or other ticketing/support systems is preferred.
• Proven ability to deliver feedback professionally and motivate team members.
• Strong written and verbal communication skills.
• Highly organized with exceptional attention to detail.
• Able to balance consistency in scoring with a flexible approach to coaching.

Benefits

• Opportunity to work with a diverse client list including startups and Fortune 500 companies.
• Support for over 50 languages in more than 90 countries.
• Work primarily in a remote environment.