Senior Quality Assurance Manager

🔥 0 minutes ago

🏈 Alabama, Florida, +3 more states – Remote

🏈 Alabama – Remote 🐊 Florida – Remote ⚜️ Louisiana – Remote 🌾 Nebraska – Remote 🚗 Michigan – Remote

💵 $65k - $75k / year

⏰ Full Time

🟠 Senior

🔧 QA Engineer (Quality Assurance)

👻 Ghost score 0%

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Everise

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

📦 Logistics

✈️ Travel

Healthcare • Logistics • Travel

Everise is a global customer experience (CX) solutions provider, delivering happiness to millions of customers across various industries, including healthcare, financial services, technology, travel, logistics, and insurance. Their comprehensive offering includes services in healthcare support, pharmacy benefits management, workforce and quality assurance management, cybersecurity, and recruitment process outsourcing. Everise is committed to minimizing environmental impact and promoting diversity and inclusion within their operations. They are recognized for their award-winning culture and strive to enhance customer satisfaction through innovation, technology, and a people-focused approach.

📋 Description

• Lead the end-to-end quality framework, including monitoring methodologies, scorecards, evaluation processes, sampling plans, quality standards, and calibration • Ensure alignment with client quality standards, SLAs, contractual requirements, and key metrics including QA Score, CSAT, NPS, FCR, AHT, and compliance accuracy • Analyze quality, operational, transactional, and customer feedback data to identify trends, root causes, performance gaps, and improvement opportunities • Lead root cause analysis, corrective and preventive action plans, and continuous improvement initiatives using Lean, Six Sigma, DMAIC, Kaizen, and related methodologies • Partner with Operations, Training, WFM, IT, and other stakeholders to address performance and capability gaps and improve customer experience • Drive automation and AI-assisted quality monitoring solutions, including speech/text analytics and automated QA • Present quality performance, trends, recommendations, and improvement initiatives during client business reviews, including WBRs, MBRs, and QBRs • Manage quality-related client escalations and serve as a trusted advisor on quality and customer experience • Serve as the Quality lead for new program launches, transitions, ramp-ups, readiness assessments, and stabilization activities • Ensure compliance with regulatory, contractual, and client requirements, including HIPAA, PCI-DSS, GDPR, ISO 9001, and data privacy standards • Maintain audit readiness, SOPs, quality documentation, process controls, and data integrity • Lead, coach, and develop Quality Analysts, Supervisors, Managers, and other Quality team members

🎯 Requirements

• Bachelor’s degree in Business, Engineering, Statistics, or related field; equivalent experience considered • 8+ years of Quality Management experience in BPO, CX outsourcing, or contact center environments • 3+ years of people leadership experience managing Quality teams • Experience managing multi-site or multi-program quality operations, including launches, transitions, and ramp-ups • Strong client-facing experience, including business reviews and quality-related escalations • Strong knowledge of Lean, Six Sigma, DMAIC, RCA, CAPA, and continuous improvement; Six Sigma Black Belt preferred • Advanced Excel skills and experience with BI/reporting tools such as Power BI or Tableau • Experience with QA platforms, automated QA, and speech/text analytics tools • Strong understanding of contact center KPIs, quality monitoring, calibration, and compliance requirements • Excellent analytical, communication, presentation, and cross-functional leadership skills

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Disability coverage • 401k • Paid time off • Commission earnings may be included depending on the specific role • Other benefit programs may be included depending on the specific role