Senior Quality Assurance Manager

Everise

Senior Quality Assurance Manager leading quality frameworks, analytics, compliance, and improvement initiatives. Supporting Everise’s global customer care services across healthcare, travel, technology, and financial services.

Posted 8/19/2026full-timeRemote • Alabama, Florida, Louisiana, Missouri, New York • 🇺🇸 United StatesSenior💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Quality Management, leading end-to-end quality frameworks, and ensuring compliance with regulatory and client standards. Proficient in data analysis, continuous improvement methodologies, and managing quality operations in contact center environments.

Highest-signal resume keywords

Quality Management ExperienceLean Six Sigma MethodologiesData Analysis and ReportingClient-Facing ExperiencePeople Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality Framework DevelopmentRoot Cause AnalysisCorrective and Preventive Action PlansQuality MonitoringContinuous ImprovementStatistical AnalysisQuality Standards CompliancePerformance Metrics AnalysisProcess ControlAudit Readiness

Soft Skills

Analytical SkillsCommunication SkillsPresentation SkillsCross-Functional LeadershipCoaching and Development

Tools & Technologies

Power BITableauQA PlatformsSpeech/Text Analytics ToolsAutomated QA Solutions

Certifications & Qualifications

Six Sigma Black Belt

Industry Keywords

BPOCX OutsourcingContact CenterHIPAAPCI-DSSGDPRISO 9001Quality AssuranceCustomer ExperienceKey Performance Indicators

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

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 including 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, corrective and preventive action 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 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

Requirements

What you’ll need

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

Benefits

Comp & perks

Medical coverage
Dental coverage
Vision coverage
Disability coverage
401k
Paid time off
Commission earnings may be included depending on the specific role
Other benefit programs may be included depending on the specific role