Manager, Quality Assurance (AI)

TL;DR

Manager, Quality Assurance (AI): Leading the evolution of the QA program for customer support with an accent on frameworks, operational strategies, and AI-powered tooling. Focus on leveraging AI-driven insights to optimize coaching, identify friction points, and refine both human and AI-generated customer responses.

Location: Remote (Must be based in the United States or Canada)

Salary: $147,000 – $213,000 USD / $101,000 – $146,000 CAD

Company

Cybersecurity company providing Unified Access Management and enterprise password management tools for over 180,000 businesses.

What you will do

• Define and operationalize a centralized QA strategy across email, chat, messaging, and voice channels.
• Iterate on QA frameworks, scorecards, audit methodologies, and calibration processes to ensure consistency.
• Analyze QA results, CSAT trends, and performance data to identify coaching opportunities and process improvements.
• Evaluate both human and AI-generated interactions for accuracy, consistency, and brand alignment.
• Partner with Support Operations and leadership to translate QA insights into actionable training and operational changes.
• Develop reporting and presentations to communicate QA trends and risks to stakeholders and leadership.

Requirements

• 5+ years of experience in QA, customer support, or service operations in fast-paced environments.
• 3+ years of leadership experience managing individual contributors or senior team members.
• Proven experience building or scaling QA programs and frameworks within CX organizations.
• Strong understanding of QA methodologies, calibration practices, and performance management.
• Experience with omnichannel support environments and CRM platforms such as Zendesk.
• Must be based in the United States or Canada.

Nice to have

• Located in Atlantic, Eastern, or Central timezones (AT, ET, or CT).
• Experience building AI-driven coaching and enablement solutions.

Culture & Benefits

• Remote-first work environment with occasional travel for annual offsites and team meetings.
• Comprehensive health and dental benefits.
• RSU program and retirement matching program.
• Generous PTO policy and maternity/parental leave top-up programs.
• Free hirify.global account and paid volunteer days.