Senior Quality Assurance Manager

🕒 August 19

🏈 Alabama, Arizona, +38 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $65k - $75k / year

⏰ Full Time

🟠 Senior

🔧 QA Engineer (Quality Assurance)

👻 Ghost score 18%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 management framework across assigned programs and lines of business • Ensure alignment with client quality standards, SLAs, contractual requirements, and KPIs 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 RCA, CAPA plans, and continuous improvement initiatives using Lean, Six Sigma, DMAIC, Kaizen, and related methodologies • Partner with Operations, Training, WFM, IT, and client stakeholders to improve performance, capabilities, and customer experience • Drive automation and AI-assisted quality monitoring, including speech/text analytics and automated QA • Present quality performance, trends, recommendations, and improvement initiatives in WBRs, MBRs, and QBRs • Manage quality-related client escalations and serve as a quality and customer experience advisor • Lead quality activities for new program launches, transitions, ramp-ups, readiness assessments, and stabilization • Ensure compliance with HIPAA, PCI-DSS, GDPR, ISO 9001, data privacy, contractual, regulatory, and client requirements • 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 benefits • 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