Quality Assurance Manager

Colorado 811 is a mission-driven nonprofit dedicated to public safety and underground damage prevention across Colorado. Our work helps protect people, infrastructure, communities, and essential services by supporting clear communication between public utility providers and excavators before excavation begins. We operate in a technology-enabled environment where reliable systems, strong coordination, and disciplined execution are critical to serving our members, excavators, stakeholders, and the public.

About the role

The Quality Assurance (QA) Manager leads Colorado 811’s contact center quality assurance, analytics, and compliance program to ensure accurate ticket processing, consistent customer service, reliable documentation, and measurable quality improvement across voice, digital, ticket-processing, and online service interactions. This role is responsible for developing, leading, and continuously improving the organization's quality assurance program, establishing consistent quality practices, strengthening operational performance, and partnering with leadership to improve the customer experience and operational outcomes.

This role manages QA personnel, oversees evaluation standards and calibration practices, monitors ticket and mapping accuracy, develops reporting and dashboards, and partners with Customer Support, Education and Training, Workforce Management, Operations, and Senior Leadership to translate QA findings into coaching, process improvement, and stronger business outcomes. The QA Manager is accountable for maintaining audit-ready documentation, identifying defect trends, strengthening quality standards, supporting quality-focused training initiatives, developing the QA team, and reinforcing accountability for customer service, ticket accuracy, compliance, and operational quality across the organization.

Responsibilities

• Build and lead a modern QA program that evolves comprehensive quality assurance across customer interactions, ticket processing, online services, and operational workflows. Identify opportunities for innovation, implement best practices, and create sustainable quality standards that improve business outcomes.
• Transform data into action by leveraging reporting, dashboards, quality analytics, Power BI, Excel, quality monitoring systems, speech analytics, and emerging AI-powered quality tools to identify trends, uncover root causes, and drive measurable improvements.
• Lead and develop a high-performing team by coaching, mentoring, and developing quality professionals while establishing a culture of accountability, continuous learning, operational excellence, and performance improvement.
• Partner across the organization with leadership, operations, training, workforce management, customer support, and data governance teams to translate quality insights into coaching strategies, training initiatives, and operational improvements.

Requirements

• Bachelor’s degree in business administration, quality assurance, quality management, data analytics, business analytics, operations management, or a related field preferred; equivalent experience may be considered.
• 5+ years of Contact Center Quality Assurance or Quality Management experience.
• 3+ years of people leadership experience managing or supervising QA, compliance, or operational quality teams.
• Experience conducting and managing:
  • Call monitoring programs
  • QA scorecards
  • Calibration sessions
  • Quality evaluations
  • Compliance reviews
  • Coaching and performance improvement initiatives
• Strong analytical and reporting capabilities using:
  • Power BI
  • Advanced Excel
  • Dashboard reporting
  • KPI analysis
  • Quality monitoring tools
  • Operational reporting systems
• Proven success using quality insights to drive measurable improvements in customer experience, service quality, operational consistency, compliance, and business results.

Skills

Bonus Points If You Have Experience With:

• NICE
• NICE Enlighten AI
• CallMiner
• Observe.AI
• Verint
• Calabrio ONE
• Level AI
• Medallia Speech
• Five9 Quality Management
• AI-assisted quality assurance tools
• Speech analytics platforms
• Utility, public safety, dispatch, 811, or highly regulated contact center environments

Benefits

• Colorado 811 pays 100% of employee premiums for company-sponsored health and wellness benefits, including low-deductible health plan options, HSA and FSA options, dental insurance, and vision insurance.
• Company-sponsored life insurance, long-term disability, and Employee Assistance Program.
• 401(k) with employer contribution.
• Generous paid time off and paid holidays.
• Hybrid work environment, annual performance bonus, and business casual culture.

Pay

Base Salary Range: $95,000–$110,000 per annum. Range is an estimated guideline. Individual compensation will vary based on non-discriminatory factors such as education, experience, knowledge, skill level, abilities, and other competencies.

Schedule

This position follows a hybrid work schedule with a minimum of two business days per week onsite in our Golden, Colorado office. Candidates must reside within the state of Colorado and within reasonable commuting distance of Golden, Colorado.