Program Manager, Performance Effectiveness
Chime
QA Operations Manager
Angi
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $100,000 per year
Job Level
Mid-LevelSenior
About the role
- Execute QA vision, ensuring alignment to organizational priorities, regulatory requirements, and customer experience goals.
- Implement and maintain standardized QA frameworks, rubrics, and calibration processes to drive consistency across internal and BPO operations.
- Serve as the primary escalation point for complex quality disputes, ensuring fair, clear and transparent resolution.
- Lead, coach, and inspire a team of QA leaders and auditors, fostering a culture of accountability, excellence, and continuous improvement.
- Develop leadership bench strength within the QA function through targeted mentoring and succession planning.
- Partner with senior leadership on hiring, onboarding, and skill development programs to ensure the team can meet future business needs.
- Establish and monitor KPIs to track audit accuracy, operational alignment, and QA impact.
- Translate quality trends and performance data into clear operational insights that enable strategic decision-making.
- Partner with analytics teams to develop simple insights and trends that highlight quality risks and opportunities before they arise.
- Collaborate with cross functional teams to align QA initiatives with business priorities and act as a change agent for platform optimization, policy refinement, and process innovation.
- Lead strategic initiatives, such as the launch of new quality tools, systems integrations, or operational playbooks.
- Serve as a business owner for MaestroQA and related quality management tools, ensuring effective configuration, adoption, and performance.
- Partner with Technology and Vendor Management teams to identify enhancements, integrations, and automations that improve QA scalability.
Requirements
- 3+ years in Quality Assurance, Operations Performance, or Customer Experience leadership.
- At least 1 year in a management capacity.
- Proven track record of executing quality strategies and delivering measurable operational impact.
- Strong ability to interpret performance trends, forecast outcomes, and enable data-backed decision-making.
- Skilled at leading operational process improvement and policy initiatives across multiple geographies and stakeholder groups.
- Strong relationship builder who can influence across functions and levels of the organization.
- Proficiency in QA platforms (Maestro preferred), CRM systems, reporting tools, and workforce management software.
- Strong verbal and written communication skills, with experience presenting to leadership and cross-functional partners.
- Comfortable navigating fast-paced, evolving environments with shifting priorities.
Benefits
- The salary band for this position ranges from $70,000 - $100,000, commensurate with experience and performance.
- Eligible for a competitive year end performance bonus & equity package.
- Full medical, dental, vision package to fit your needs.
- Flexible vacation policy; work hard and take time when you need it.
- Pet discount plans.
- Retirement plan with company match (401K).
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Quality AssuranceOperations PerformanceCustomer ExperienceData AnalysisProcess ImprovementKPI MonitoringQuality StrategiesPerformance Trends InterpretationOperational InsightsQuality Management
Soft skills
LeadershipCoachingMentoringRelationship BuildingInfluencingCommunicationChange ManagementAccountabilityContinuous ImprovementCollaboration
