Manager of Quality & Enablement Payables

About the role

Corpay is looking to hire a Manager of Quality & Enablement Payables within the Operations division, part of the Corpay Payables line of business, located in Richmond, VA. The role leads and scales the Payables Quality function, strengthening quality governance, expanding monitoring coverage, improving coaching effectiveness, and using automation and AI‑assisted review to identify risk events, process adherence gaps, supplier and customer friction, and recurring operational trends. The manager enables onshore, nearshore, and internal Payables teams through clear standards, calibrated feedback, targeted coaching, and actionable insights, reporting directly to the Director of Operations and collaborating with multiple departments. Corpay provides an assigned workspace in Richmond, VA, company‑issued equipment, and formal hands‑on training to set you up for success.

Responsibilities

• Lead QA analysts and establish operating routines, sampling strategy, quality standards, and governance to mature the Payables Quality program.
• Own and continuously improve QA rubrics, scoring criteria, calibration routines, and documentation standards across voice and non‑voice work.
• Monitor call quality and case management quality, including Amazon Connect, Kustomer, or similar platforms; partner on AI‑assisted review and automated sampling.
• Validate high‑risk and zero‑tolerance findings before formal action, ensuring human review, fairness, consistency, and timely escalation.
• Deliver dashboards and leadership‑ready reporting that identify trends by team, queue, agent, client, supplier, issue type, and risk category.
• Use root cause analysis to distinguish individual coaching needs from process, training, procedure, workflow, system, or control gaps.
• Create practical coaching tools, playbooks, feedback loops, alert rules, and review SLAs that enable onshore, nearshore, and internal teams.
• Partner with Operations, Product, Technology, Risk and Compliance, Financial Operations, Client Success, Training, and analytics teams to resolve recurring issues.
• Develop associates through clear expectations, calibrated feedback, coaching, performance routines, and continuous improvement opportunities.
• Recommend priorities, alert thresholds, sampling approaches, and quality investments based on operational risk, impact, and data.

Qualifications & Skills

Minimum Qualifications

• Bachelor's degree in Business, Finance, Operations Management, Analytics, or a related field, or equivalent relevant experience.
• Five to seven years of experience in quality assurance, payment operations, financial operations, customer or supplier operations, or process improvement.
• Two to three years of experience leading people, QA programs, or cross‑functional quality initiatives.
• Experience designing or managing quality rubrics, calibration processes, process adherence monitoring, coaching, and performance feedback.
• Experience using operational reporting and trend analysis to identify issues and drive corrective action.

Preferred Qualifications

• Experience in Accounts Payable, payment operations, financial services, or high‑volume service operations.
• Experience with voice and case management quality review platforms, such as Amazon Connect, Kustomer, or similar tools.
• Experience implementing automation, AI‑assisted review, analytics, or workflow improvements in a quality environment.
• Lean, Six Sigma, quality, compliance, or process improvement certification.

Benefits

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401(k) plan (subject to eligibility requirements)
• Virtual fitness classes offered company‑wide
• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company‑wide contests and prizes