Quality Assurance Manager

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Order.co

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

☁️ SaaS

💳 Fintech

🤝 B2B

💰 $30M Series B - Order on 2022-01

SaaS • Fintech • B2B

Order. co is an AI-powered procurement and finance platform that streamlines purchasing, accounts payable, spend management, and working capital for businesses. The SaaS product automates the full procurement lifecycle—from requisition to payment—offers virtual vendor-locked cards, AP automation, automated reconciliation, and AI-driven sourcing and catalog management to reduce costs and manual work. It integrates with accounting systems (QuickBooks, NetSuite, Sage Intacct), Workday, and SSO providers, targeting finance and procurement teams at growing companies and enterprises seeking tighter spend control, compliance, and efficiency.

📋 Description

• Design and launch the Customer Support quality program, including scorecards, sampling methodology, calibration, and review cadence • Cover both agent teams and automation tools in the quality program • Leverage AI tools to monitor 100% of customer interactions, including AI-handled conversations without human involvement • Define and track support effectiveness metrics such as quality scores, CSAT/VOC trends, and resolution accuracy • Report quality and effectiveness metrics to leadership • Review individual interactions to identify coaching opportunities • Partner with team leads and managers to provide actionable feedback to support agents • Analyze support tickets to identify recurring customer pain points, bugs, and friction • Build recurring processes that deliver insights across the organization • Translate data into recommendations for support teams and cross-functional partners • Build calibration processes for consistent quality standards across reviewers and channels • Continuously refine the quality program based on business needs, agent feedback, and technology, product, and process changes

🎯 Requirements

• 4+ years of experience across customer support QA, Voice of Customer, CX insights, or support operations • Experience building or scaling a quality program from scratch • Strong analytical skills and ability to analyze ticket data, identify patterns, and create compelling narratives • Excellent written and verbal communication skills • Experience presenting to senior and executive audiences • Ability to provide constructive, specific coaching guidance • Track record of cross-functional influence across Product, Support, and leadership teams • Hands-on experience with AI-enabled quality monitoring or a strong point of view on applying AI to support quality • Familiarity with support tooling such as Zendesk, Intercom, or Gladly is a plus • Familiarity with QA and analytics platforms is a plus • Experience in a high-growth SaaS or B2B environment • Background in process design or operations is a plus

🏖️ Benefits

• A competitive compensation package including equity • Employer-sponsored 401(k) with match • Comprehensive medical, dental, and vision coverage • Flexible time off • Remote work arrangement as listed for this role • Opportunity to build and scale a critical function at a high-growth fintech company