Ethos

Manager, CX Quality

Ethos

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $103,000 - $181,000 per year

About the role

  • Lead the QA and Training teams, setting strategy, driving execution, and supporting the professional growth of team members
  • Own and evolve the complaints management process—including intake, resolution workflows, root cause analysis, reporting, and compliance alignment
  • Design, develop, and deliver comprehensive training programs for new hires and ongoing professional development of support representatives
  • Build on established quality assurance processes and procedures to ensure a consistent and high-quality support experience
  • Monitor support interactions to identify trends, gaps, and opportunities for improvement across teams and channels
  • Work cross-functionally with CX leadership, Product, Compliance, and other partners to ensure the support organization is ready to respond to business or product changes
  • Demonstrate a continuous improvement mindset by leveraging complaints, quality assurance data, and training feedback to drive enhancements in customer experience and outcomes
  • Identify and implement AI-driven solutions to scale support quality and efficiency
  • Provide internal stakeholders with clear visibility into support quality metrics, complaint trends, and training effectiveness through consistent reporting and actionable insights

Requirements

  • 5+ years in customer support or customer experience roles, with at least 2+ years managing training or quality teams
  • Proven people management experience and ability to inspire and lead high-performing teams
  • Exceptional attention to detail, with the ability to analyze and interpret data to make informed decisions
  • Deep understanding of customer support operations and quality measurement practices
  • Strong communication skills, capable of conveying actionable feedback and driving quality improvements across departments
  • Highly organized and detail-oriented, with a strong sense of ownership and accountability
  • Experience in regulated industries or insurance is a plus
  • Spanish fluency is a plus
  • Experience working with global or outsourced support teams is a plus
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality assurancecomplaints managementroot cause analysistraining program developmentdata analysisAI-driven solutionscustomer support operationsquality measurement practices
Soft Skills
people managementleadershipattention to detailcommunicationorganizational skillsaccountabilitycontinuous improvement mindset