Quality Manager

We’re looking for someone who understands the complexities of service-industry operations and knows how to drive quality in environments where people, process, and customer experience intersect. The role oversees the design, implementation, and ongoing management of an organization-wide quality management program, including standardized quality rubrics, performance monitoring tools, and technology-enhanced evaluation processes. This position is an expert in customer support and contact centers, with an understanding of the software and technology that enables day-to-day operations. This role partners with cross-functional teams and operational leaders to ensure consistent execution of processes, compliance with standards, and continuous performance improvement.

This is an in-office, full-time position located in Brandon, Florida. If you’ve successfully led quality or training programs in hospitality, call centers, medical services, insurance, staffing, or other client-focused industries, you’ll be a strong fit.

Benefits

• Positive Company Culture: A supportive environment that prioritizes wellness inside and outside of work
• Generous Paid Time Off: Including PTO to recharge and refresh
• Volunteer Time Off: Give back with 16 hours of paid volunteer time per year
• 401(k) with Company Match: Plan confidently for the future with immediate 100% vesting on employer-matched contributions
• Comprehensive Benefits: Medical, dental, vision, short-term disability, pet insurance, and much more

Responsibilities

Leadership & Collaboration

• Provide guidance and day-to-day support to Quality department employees involved in training, quality analysis, or process monitoring
• Set team goals, establish performance expectations, and oversee workload distribution
• Collaborate with cross-functional stakeholders to ensure quality standards and rubrics are consistently applied across departments

Quality Rubric Development & Management

• Develop, standardize, and maintain quality rubrics and evaluation frameworks used to assess performance, customer interactions, documentation accuracy, and adherence to procedures
• Ensure rubrics reflect organizational goals, compliance requirements, and industry best practices
• Review and update rubrics regularly in response to process updates, new technology systems, and stakeholder feedback
• Train leaders and employees on rubric use to ensure scoring consistency and alignment

Technology-Enabled Quality Monitoring

• Utilize CRM systems, dashboards, communication and digital tools, and analytics platforms to track performance trends and monitor adherence to workflows
• Implement technology solutions, integrated workflows, automated reporting, and digital checklists to enhance visibility into organization-wide processes
• Partner with IT, Sales and Service, to optimize the use of digital tools and improve data quality for decision-making
• Identify opportunities to automate quality checks, streamline data capture, and improve accuracy of performance insights

Training Oversight

• Oversee development and delivery of training programs related to systems use, operational processes, and quality expectations
• Coordinate with department leaders to identify training gaps using process-performance data

Quality Assurance & Continuous Improvement

• Lead or support initiatives related to company quality standards, efficiency, employee performance, and operational consistency
• Prepare and present performance reports to leadership, highlighting achievements, challenges, and trends supported by rubric and technology data
• Conduct and/or oversee routine quality reviews across departments using standardized rubrics and digital tools
• Analyze results to identify trends, recurring issues, and opportunities for process optimization
• Provide feedback to department leaders and collaborate to develop corrective action plans
• Lead efforts to improve procedural compliance, reduce errors, and enhance customer experience

Requirements

• Advanced proficiency in Microsoft Office Suite, especially Excel and PowerPoint
• Strong analytical and problem-solving abilities
• Detail-oriented with a focus on continuous improvement
• Dependable with high ethical standards
• Self-motivated and willingness to learn and take on new assignments
• Excellent interpersonal, verbal, and written communication skills
• Exceptional customer service skills
• Ability to lead and motivate a team while driving continuous improvement
• Strong understanding of organizational operations and cross-functional collaboration
• Bachelor’s Degree in Business, Education, or related field (or equivalent experience)
• 3+ years of leadership experience, preferably in training and quality management

Work Environment

• Individual is required to sit for extended periods of time, stand, walk, talk and hear, use hands and fingers, handle or feel, and reach with hands and arms
• May occasionally need to lift or move 0-15 pounds
• Specific vision skills required for computer usage and written document reading