Sr. Manager, Quality Audit

About the role

The Sr. Manager, Quality Audit is responsible for overseeing quality assurance processes within the Customer Success – Support team. This role requires strong leadership skills, experience in quality management, and a deep understanding of customer support systems.

Responsibilities

• Oversee and improve quality assurance processes for customer support services
• Develop and implement quality control measures to ensure consistent service delivery
• Conduct audits and assessments to identify areas for improvement in customer support processes
• Collaborate with cross-functional teams to enhance product quality and customer satisfaction
• Provide guidance and mentorship to junior staff members in quality assurance

Requirements

• Bachelor's degree in a relevant field (e.g., Quality Management, Business Administration)
• At least 5 years of experience in quality management or related field
• Proven track record of improving quality assurance processes in a customer-facing environment
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills

Qualifications

• Experience with AI tools and their integration into quality assurance processes
• Ability to work independently and manage multiple projects simultaneously
• Knowledge of industry best practices in quality management

Skills

• Strong leadership and mentoring skills
• Effective communication and collaboration abilities
• Proficiency in Microsoft Office Suite
• Experience with quality management software (e.g., JIRA, ServiceNow)

Benefits

• Competitive salary commensurate with experience
• Flexible remote work options
• Professional development opportunities
• Health insurance benefits
• Annual performance review

Pay

Salary is competitive and commensurate with experience.

Schedule

This position offers a flexible schedule to accommodate remote work.