Quality Assurance Manager – Virtual Agents, Agent Assist

Minor Hotels Europe and Americas

Quality Assurance Manager leading quality governance and automation strategy for Conversational AI initiatives. Overseeing complex testing environments to ensure superior customer experience and business outcomes.

Posted 5/27/2026full-timeNashville • Tennessee • 🇺🇸 United StatesMid-LevelSenior💰 $82,082 - $193,440 per yearWebsite

About the role

Key responsibilities & impact

Lead end-to-end QA governance for enterprise programs, ensuring quality strategy, standards, and release gates are consistently implemented across multiple initiatives.
Define and operationalize QA frameworks, KPIs, and governance models to drive measurable quality outcomes and continuous improvement.
Oversee testing across complex ecosystems including APIs, integrations, CRM, and contact center platforms, ensuring seamless end-to-end validation.
Manage quality for conversational systems, including NLU accuracy, dialogue flows, and Agent Assist recommendations, to enhance customer and agent experience.
Drive automation strategy and integrate QA within CI/CD pipelines to enable scalable, efficient, and continuous quality validation.
Own defect management, risk mitigation, and release sign-offs, ensuring timely resolution and high-quality deliverables.
Partner with senior stakeholders and lead distributed QA teams, providing executive-level reporting, insights, and strategic quality advisory.

Requirements

What you’ll need

Proven experience leading QA for complex enterprise systems; experience in Virtual Agents / Conversational AI / Agent Assist preferred.
Strong expertise in quality engineering practices including functional, integration, regression, and non-functional testing.
Demonstrated ability to define and implement QA strategy, frameworks, and governance models.
Experience managing multi-team, multi-program QA delivery in large-scale environments.
Strong stakeholder management, communication, and decision-making capabilities.

Benefits

Comp & perks

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

QA governanceQA frameworksKPI definitionAPI testingintegration testingCRM testingconversational systemsautomation strategyCI/CD pipelinesdefect management

Soft Skills

stakeholder managementcommunicationdecision-makingleadershipstrategic advisory