QA Automation and Call Quality Delivery Manager

About the role

Corpay is currently looking to hire a QA Automation and Call Quality Delivery Manager within our Operations division. This position falls under our Corporate Payables line of business and can be located in either Richmond, VA or Brentwood, TN. In this role, you will be responsible for building, managing, and scoring QA call reviews while improving the overall efficiency, accuracy, and consistency of the QA process. This role will help streamline manual QA workflows by incorporating AI-assisted scoring with human validation to ensure quality standards are met and coaching opportunities are clearly identified. This position will collect, analyze, and interpret call data, QA results, scoring trends, and performance patterns to provide actionable feedback to leadership, trainers, and team members. The ideal candidate will be comfortable working with call transcripts, QA scorecards, reporting tools, and AI-supported review processes to improve performance, reduce manual effort, and strengthen coaching outcomes. You will report directly to the VP, Vendor Enrollment, and regularly collaborate with various teams.

Responsibilities

• Build, manage, and maintain QA call review processes, scorecards, and reporting workflows.
• Review and score calls using established QA standards and performance expectations.
• Support the transition of QA processes to AI-assisted scoring with human validation.
• Validate AI-generated QA results to ensure accuracy, consistency, and fairness.
• Identify trends, gaps, and opportunities through call reviews, transcript analysis, and QA data.
• Collect, organize, and interpret data points related to call quality, compliance, scripting, customer experience, and overall performance.
• Provide clear coaching and training recommendations based on identified trends and recurring opportunities.
• Partner with training, leadership, and operations teams to improve call quality and process consistency.
• Create reports, summaries, and insights that help leaders make data-driven coaching decisions.
• Recommend process improvements to