Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Senior Manager – Quality leads the end-to-end quality management framework across assigned programs and lines of business, ensuring consistent customer experience, operational performance, and compliance.
This role partners closely with Operations, Training, Workforce Management (WFM), IT, and client stakeholders to translate quality data and customer feedback into actionable insights and continuous improvement initiatives. The Senior Manager also serves as the Quality lead for new program launches, transitions, ramp-ups, and stabilization efforts while ensuring alignment with client standards, SLAs, KPIs, and compliance requirements.
Job Requirements:
Lead the end-to-end quality framework, including monitoring methodologies, scorecards, evaluation processes, sampling plans, quality standards, and calibration.
Ensure alignment with client quality standards, SLAs, contractual requirements, and key metrics such as QA Score, CSAT, NPS, FCR, AHT, and compliance accuracy.
Analyze quality, operational, transactional, and customer feedback data to identify trends, root causes, performance gaps, and improvement opportunities.
Lead root cause analysis (RCA), corrective and preventive action (CAPA) plans, and continuous improvement initiatives using Lean, Six Sigma, DMAIC, Kaizen, and related methodologies.
Partner with Operations, Training, WFM, IT, and other stakeholders to address performance and capability gaps and improve customer experience.
Drive automation and AI-assisted quality monitoring solutions, including speech/text analytics and automated QA.
Present quality performance, trends, recommendations, and improvement initiatives during client business reviews, including WBRs, MBRs, and QBRs.
Manage quality-related client escalations and serve as a trusted advisor on quality and customer experience.
Serve as the Quality lead for new program launches, transitions, ramp-ups, readiness assessments, and stabilization activities.
Ensure compliance with applicable regulatory, contractual, and client requirements, including HIPAA, PCI-DSS, GDPR, ISO 9001, and data privacy standards.
Maintain audit readiness, SOPs, quality documentation, process controls, and data integrity.
Lead, coach, and develop Quality Analysts, Supervisors, Managers, and other Quality team members while fostering accountability and continuous improvement.
Qualifications:
Bachelor’s degree in Business, Engineering, Statistics, or related field; equivalent experience considered.
8+ years of Quality Management experience in BPO, CX outsourcing, or contact center environments.
3+ years of people leadership experience managing Quality teams.
Experience managing multi-site or multi-program quality operations, including launches, transitions, and ramp-ups.
Strong client-facing experience, including business reviews and quality-related escalations.
Strong knowledge of Lean, Six Sigma, DMAIC, RCA, CAPA, and continuous improvement; Six Sigma Black Belt preferred.
Advanced Excel skills and experience with BI/reporting tools such as Power BI or Tableau.
Experience with QA platforms, automated QA, and speech/text analytics tools.
Strong understanding of contact center KPIs, quality monitoring, calibration, and compliance requirements.
Excellent analytical, communication, presentation, and cross-functional leadership skills.
Compensation & Benefits:
The anticipated base salary range for this remote position is between $65,000 – $75,000. In addition, Everise provides benefits including medical coverage, dental, vision, disability, 401k, and paid time off. Depending on the specific role, compensation may also include commission earnings and other benefit programs. The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
