QA Manager, Customer Experience

Remote (United States)

Job Details

Employment Type: Full Time

Compensation: $95,000 - $105,000 per year

About the Role

This is an opportunity to build and scale a Customer Experience Quality Assurance function from the ground up. The program currently has no established QA platform, rubric, or historical data, giving the QA Manager significant ownership over how quality standards, measurement, reporting, and improvement processes are designed.

The role will initially focus on agent-level quality assurance across an in-house customer experience team and BPO partners. Over time, the scope will expand into process and policy quality assurance as well as quality diagnostics for AI-assisted and AI-generated customer interactions.

The goal is to move quality assurance beyond simply grading customer interactions by identifying potential CX issues before they affect customers, measuring real-world impact, and driving continuous improvement across people, processes, tools, policies, and technology.

This position works at the intersection of Customer Experience strategy, analytics, training, artificial intelligence, and operations. The QA Manager reports directly to the Director of CX and is expected to serve as a strategic partner in defining measurable, repeatable standards for high-quality customer experiences.

What You’ll Do

• Lead and continuously evolve the Quality Assurance program across the in-house customer experience team and BPO partners, building scalable processes that support exceptional customer experiences.
• Manage, coach, and develop the Senior QA Associate while partnering with the Senior CX Manager to maintain consistent quality standards, strengthen coaching, and support ongoing performance improvement.
• Develop and maintain QA frameworks, scorecards, calibration sessions, and feedback loops that promote consistency, accountability, and continuous improvement.
• Analyze QA performance, customer feedback, and operational trends to identify root causes, measure customer impact, and provide actionable recommendations to CX leadership and cross-functional partners.
• Partner closely with the Senior QA Enablement Manager to identify coaching opportunities, validate training effectiveness, and ensure the knowledge base, macros, and support content remain accurate, customer-focused, and aligned with established policies.
• Own quality oversight for AI-powered customer experiences, including chatbots, automations, and AI-assisted responses, continuously improving accuracy, tone, resolution quality, and escalation logic.
• Audit customer interactions across internal teams, BPO partners, marketplaces, and third-party support channels to maintain consistent standards for quality, compliance, customer experience, and brand voice.
• Partner with CX leadership to review and improve customer-facing policies, macros, and workflows so they support scalable quality, effective agent performance, and operational excellence.
• Lead regular quality reporting, business reviews, and calibration sessions, communicating performance trends, customer insights, and improvement opportunities to stakeholders across the organization.
• Use Voice of the Customer insights to proactively identify risks, influence decision-making, and improve the end-to-end customer experience.
• Champion a culture of quality, curiosity, continuous improvement, and customer advocacy.

Qualifications

• 4-6+ years of experience in Customer Experience Quality, Quality Assurance, or CX Operations.
• At least 3 years of experience leading a QA program.
• Demonstrated experience building a QA function from the ground up rather than only optimizing an established program.
• Strong analytical skills with the ability to evaluate QA performance, customer feedback, operational trends, root causes, and customer impact.
• Hands-on experience with, or the ability to quickly learn, auditing AI and automation workflows.
• Proven ability to influence cross-functional stakeholders without direct authority.
• Experience with Agent Assist, Siena, or Kustomer is a plus.

Benefits

• Equity participation.
• 401(k) plan with a 3% company match.
• Comprehensive medical, dental, and vision coverage options with generous employer contributions.
• Access to Flexible Spending Accounts, Health Savings Accounts, and Dependent Care Flexible Spending Accounts.
• Up to 12 weeks of fully paid parental leave depending on tenure.
• Access to additional fertility care services through KindBody.
• Choice of a MacBook or PC and equipment for an at-home work setup.
• Annual reimbursements for home workspace improvements.
• Fully remote work with flexibility for personal and family needs.
• Monthly coworking reimbursements, including day passes or monthly memberships.
• Monthly virtual events, company-wide offsites, and employee merchandise.
• Annual reimbursement for professional development opportunities.
• Unlimited paid time off.
• 11+ paid annual holidays.
• Quarterly wellness days.
• Monthly wellness reimbursements that may be used for services such as meal programs, gym memberships, or massages.
• Employee discount on home products.
• Complimentary product for new hires with additional opportunities to receive products over time.