Manager, Quality Assurance (Customer Experience)

TL;DR

Manager, Quality Assurance (Customer Experience): Developing and maintaining quality evaluation standards for customer interactions with an accent on AI-assisted monitoring and quality governance. Focus on leading calibration programs, managing a team of QA analysts, and translating quality insights into operational improvements.

Location: Hybrid (New York, NY)

Salary: $109,000 – $136,000 per year

Company

A PEO platform helping businesses simplify HR, payroll, and benefits management.

What you will do

• Develop and maintain quality evaluation standards aligned with organizational customer experience goals.
• Oversee governance and establish auditing processes for AI-assisted quality monitoring systems.
• Lead calibration programs to ensure consistent interpretation and application of quality standards.
• Manage and develop a team of QA Analysts responsible for interaction evaluations.
• Partner with CX leadership and Continuous Improvement teams to translate quality insights into improvement initiatives.
• Monitor scoring variance across teams to ensure objectivity and trust in evaluations.

Requirements

• 5+ years of experience in Quality Assurance, Customer Experience, or Customer Success operations.
• 2–3 years of experience managing teams within quality or operational environments.
• Strong analytical skills and experience working with performance evaluation data.
• Experience developing quality frameworks and calibration practices.
• Proficiency in Google Suite, CRM, and customer service communication platforms.
• Must be based in New York, NY to work in a hybrid capacity.

Nice to have

• Experience with Zendesk, Gong, Talkdesk, Medallia, or Maestro QA.

Culture & Benefits

• Welcoming and casual environment with a supportive, entrepreneurial culture.
• Comprehensive benefits and wellness program offerings.
• Company retreats and opportunities to learn from startup community leaders.
• Core values focused on Camaraderie, Openness, Grit, Integrity, and Simplicity (COGIS).