Quality Manager, Operations
Checkr, Inc.
Cloud
Quality Manager, Operations
Checkr, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $118,000 - $147,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Champion a consistent, high quality customer experience that aligns with brand tone and support policies
- Translate QA data into actionable insights for frontline teams, operations, product, knowledge, and training
- Utilize MaestroQA and quality monitoring data to identify performance and process gaps and implement targeted interventions, enhancing operational performance
- Collaborate on root cause analysis and improvement plans tied to Customer outcomes such as CSAT, compliance, and performance metrics
- Lead conversations and presentations at all organizational levels, using insights from quality data to drive strategic decisions around quality
- Drive employee engagement and a high-performance culture by ensuring effective performance management, coaching, and development within the quality team
- Stay ahead of industry developments, applying best practices to continuously improve quality programs
- Transform traditional QA into an insights engine powered by AI and advanced Large Language Models (LLMs) and collaborate with BPO teams to drive improvements
Requirements
- Minimum of 5+ years of progressive experience in people management or leadership positions in quality assurance
- Proficiency in using MaestroQA and experience working with BPO teams
- Intermediate Excel/Google Sheets skills for data analysis and reporting
- Experience building, scaling, and managing quality programs in a high-growth and complex organization
- Exceptional organizational skills and the ability to multitask and work under pressure to meet deadlines
- Customer-centric with a passion for delivering the best customer experience, exceptional attention to detail, problem-solving skills, and sound judgment
- Proven ability to drive QA-driven behavioral changes across teams and vendors
- Thrives in a fast-paced environment with constant change and a rapidly growing team
- Positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization
- Ability to manage a roadmap, projects, and multi-phase initiatives
- Comfortable integrating QA as an input to coaching and performance programs
- Willingness to travel (up to 25%)
