Manager, Quality & Process – Technical Support

The Manager of the Support Quality Assurance (QA) Program will oversee and drive the ongoing development, management, and optimization of the Quality Assurance program. This role is responsible for owning the QA tool and processes, ensuring the program aligns with company goals for service excellence, and driving continuous improvement efforts to enhance support quality. The Manager will define, implement, and monitor QA processes, deliver reports and analytics at the team, product, and global scale. This role will also ensure the effective use of manual and automated QA tools, calibration efforts, and continuous feedback loops to maintain high standards of support service quality.

Key Responsibilities:

Quality Assurance Program Leadership:

• Own and manage the end-to-end quality assurance program for the global teams across 40+ products.
• Define and continuously improve the QA processes, including assessment criteria, workflows, and quality standards to meet organizational goals for customer experience and operational efficiency.
• Collaborate with support leadership to align QA strategies with overall business objectives and to implement quality standards across global support teams.

QA Tool Management & Optimization:

• Oversee the ongoing maintenance, configuration, and optimization of the quality assurance tool, ensuring it meets the needs of the organization and supports efficient workflows for quality analysts.

Defining & Refining QA Processes:

• Develop and manage the logistics of the QA process, including manual review workflows, criteria for evaluating customer interactions, and automated QA functionalities.
• Collaborate with support leadership and other stakeholders to refine QA processes and ensure that quality metrics are aligned with customer expectations and business objectives.
• Define and establish clear quality benchmarks, performance indicators, and reporting frameworks for all support functions.

Reporting & Analytics:

• Generate and maintain regular and ad-hoc QA reports, dashboards, and analytics to provide insights on service quality at the team, product, and global scale.
• Conduct in-depth analysis of QA data to identify trends, areas of improvement, and actionable insights to improve support performance.
• Develop executive-level reports to communicate key findings and drive data-driven decisions in support operations, helping to drive improvements in quality across the board.

Managing a Team of Quality Analysts:

• Build, mentor, and manage a growing team of Quality Analysts to ensure timely and accurate manual review efforts.
• Assign and oversee daily QA tasks, ensuring that team members are executing reviews per established guidelines and maintaining high-quality standards.
• Develop and implement training programs and ongoing development plans for the QA team to enhance their skills and ensure consistent quality assessments.

Automated QA Functionality & Baseline Understanding:

• Regularly evaluate and validate the accuracy and efficacy of automated QA metrics, making adjustments as needed to maintain alignment with overall quality standards.

Calibration & Ongoing Performance Management:

• Own the calibration process for the QA team, ensuring that assessments across manual and automated reviews are consistent and aligned with established standards.
• Drive regular calibration sessions to ensure that all quality analysts are aligned on evaluation criteria, standards, and process improvements.
• Use calibration results to identify knowledge gaps, drive continuous learning, and refine QA processes.

Other Responsibilities:

• Develop and maintain documentation for QA processes, guidelines, and standards to ensure transparency and consistency across teams.
• Ensure that the QA program aligns with company-wide policies and compliance standards.

Qualifications:

• Bachelor's degree, Experience in Operations Management, or experience in a related field. A certification in Quality Assurance (e.g., Six Sigma, CQE) is a plus.
• 5+ years of experience in Quality Assurance, with at least 2 years in a leadership role, preferably in a global technical support or call center environment.
• Strong experience in managing QA tools and platforms (e.g., NICE, Verint, or other QA software).
• Proven track record of managing and optimizing manual and automated QA processes at scale.
• Experience with reporting and analytics tools (e.g., Excel, Power BI, Tableau) to create and present data-driven insights.
• Experience in calibration sessions and establishing consistent quality standards across diverse teams.
• Knowledge of technical support operations, customer service, and performance metrics.

Preferred Skills:

• Familiarity with advanced QA techniques, such as machine learning-based automated QA.
• Experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
• Strong understanding of cross-functional team collaboration and communication.

Working Conditions:

• This is a full-time in-office position.
• Some travel may be required for cross-functional collaboration or training purposes.