Quality Manager – Contact Center QA Operations

Key Responsibilities

• Design, implement, and continuously improve QA plans and quality frameworks across multiple operational departments.
• Manage QA scorecards, calibration processes, quality standards, and performance reporting.
• Lead QA automation initiatives and maximize the use of QA technology platforms.
• Possess strong technical and analytical skills to interpret operational data and quality trends.
• Partner with Operations, Training, and Leadership teams to identify quality trends and drive performance improvements.
• Analyze customer interactions and operational data to improve customer experience and agent effectiveness.
• Develop scalable QA processes that support both human and automated interaction reviews.
• Ensure compliance with internal policies and customer experience standards.

Required Experience

• Strong experience managing Quality Assurance operations within a contact center environment.
• Proven experience creating, implementing, and improving QA plans and QA programs.
• Hands-on experience using QA automation and quality management tools.
• Direct experience with NICE QA / NICE CXone Quality Management modules strongly preferred.
• Experience managing QA across multiple departments or lines of business.
• Ability to build reporting, workflows, and scalable quality processes.

Preferred Qualifications

• Experience with AI-driven QA automation, auto-scoring, or interaction analytics preferred.
• Strong communication and leadership skills.
• Experience working in fast-paced operational environments with cross-functional teams.