Quality and Compliance Manager

About the role

The Quality & Compliance Manager is a new function at Legacybox, and one of the most important ones we're building. This person sees the full picture: what agents are doing, what they should be doing, and how to close the gap. They audit calls and tickets. They build the materials that help agents get better. They own the systems — SOPs, macros, training modules — that make our team consistent and scalable. You are the driving force behind raising best-in-class standards.

Responsibilities

• Conduct regular QA evaluations across phone, email, and chat interactions, evaluating for tone, accuracy, completeness, and compliance.
• Deliver scored evaluations and qualitative feedback to Team Leads, with clear coaching context.
• Build and maintain QA scorecards and rubrics that reflect Legacybox's brand voice and service standards.
• Produce recurring QA performance reports for the VP of CX: team-level and individual-level trends, flagged patterns, and recommendations.
• Flag systemic quality issues as they emerge — if five agents are getting the same thing wrong, that's a training gap, not five individual problems.
• Audit tickets and call recordings for compliance, with particular focus on over-the-phone order processing — ensuring PCI, data handling, and internal procedure standards are met.
• Maintain a compliance audit log and escalate findings to the VP of CX when issues require action.
• Partner with Team Leads and management to ensure compliance requirements are understood at the agent level — not just documented, but practiced.
• Own the macro library in Gorgias (our CRM) — updating, retiring, and creating macros as processes evolve, products change, or quality data reveals gaps.
• Write, maintain, and organize SOPs for all support tracks (phone, chat, and email).
• Own the onboarding program for new agents — from day one structure through ramp, ensuring new hires feel prepared and supported before they touch the live queue.
• Create and maintain training materials: written guides, slide decks, video walkthroughs, and structured learning modules.
• Facilitate re-training sessions for agents on a performance improvement track, approaching this with coaching energy, not punitive energy.
• Identify training opportunities proactively from QA data, ticket trends, and lead feedback.
• Keep training materials current as products, processes, and brand voice direction evolve.

Qualifications

• 3+ years in a CX, contact center, or support operations role or learning and development role.
• Demonstrated QA experience; you've evaluated interactions, built scorecards, and delivered feedback to agents or leads.
• Experience writing SOPs, process documentation, or operational guides that people actually use.
• Strong written communication; your documentation is clear, not just thorough.
• Comfort with compliance concepts in a customer-facing context (PCI, phone order handling, data handling best practices).
• Proficiency in Google Slides, PowerPoint, or equivalent; you can build a polished deck, not just fill in a template.
• Experience creating training content: slide decks, written guides, recorded walkthroughs, or structured modules.
• Ability to work cross-functionally with Team Leads and report upward to the VP of CX.

Bonus points

• Teaching, instructional design, or L&D background.
• QA lead or QA analyst title in a previous role.
• Experience in an e-commerce, DTC, or high-volume support environment.
• Familiarity with Gorgias or similar CX helpdesk platforms.
• Video editing experience and comfort in producing polished training videos.

What this role is not

This is not a purely administrative or clerical documentation role. The person who succeeds here is a builder and someone who can take a blank page and produce something genuinely useful, whether that's a QA scorecard, a training video, or a rewritten SOP that agents actually read. If you've spent time in quality, training, or CX operations and felt like you could do so much more if someone just gave you the scope, this is that job.