Customer Service Quality Assurance Manager

Vego Garden

Customer Service Quality Assurance Manager developing and overseeing quality assurance programs at Vego Garden. Focused on compliance standards and enhancing customer experience.

Posted 6/4/2026full-timeGreater Houston • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $60,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Develop, implement, and maintain quality assurance and quality control programs for internal customer-facing structures.
Maintain and develop evaluation criteria and monitoring processes for customer interactions across multiple channels, including but not limited to phone, email, chat, and social.
Conduct regular audits and evaluations to ensure adherence to quality standards and procedures.
Monitor service performance and identify trends, gaps, and opportunities for continuous improvement.
Ensure consistency and accuracy in customer communication, issue resolution, and documentation.
Lead audit and compliance reviews related to customer interactions, claims handling, and operational processes.
Maintain audit documentation, compliance reports, and corrective action records.
Investigate compliance concerns and partner with leadership to implement corrective and preventive actions.
Stay informed of policy and regulatory changes affecting customer service operations.
Analyze customer service, claims, and operational data to identify trends, recurring issues, and root causes.
Develop and maintain reports and dashboards related to quality, compliance metrics, claims activity, escalations, and operational performance.
Track KPIs, including departmental efficiencies, occupancy and SOP compliance.
Provide actionable insights and recommendations to leadership based on data analysis.
Oversee tracking and documentation of customer claims, pain point, and operational issues.
Monitor issue resolution workflows to ensure timely follow-up and closure.
Identify recurring operational challenges and escalate trends impacting customer experience or product quality.
Coordinate with internal stakeholders to drive resolution and preventive improvements.
Work closely with Product, QC, Supply Chain, Logistics, and Operations teams to address customer concerns and operational issues.
Facilitate cross-functional feedback loops to improve products, processes, and service delivery.
Follow up with internal departments to ensure accountability and timely resolution of identified issues.
Support process improvement initiatives and operational standardization efforts across departments.
Comply with Company policies and procedures.
Perform all other duties as assigned.

Requirements

What you’ll need

Professional proficiency in Mandarin Chinese is required.
Bachelor’s degree in Business Administration, Operations Management, Communications, or related field preferred.
5+ years of experience in quality assurance, compliance, customer service operations, or related roles.
Strong knowledge of quality control processes, audit procedures, and compliance standards.
Experience with claims management, operational issue tracking, and root cause analysis.
Excellent analytical, organizational, and problem-solving skills.
Proficiency with CRM systems, reporting tools, spreadsheets, and QA platforms.
Strong communication and cross-functional collaboration abilities.
Attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Benefits

Comp & perks

The salary range is $60,000-$80,000.
Flexible Paid Time Off.
12 PTO days per year, accrued bi-weekly, with incremental increases annually.
7 paid Holidays.
401k contribution match of 4%.
Comprehensive Medical, Dental, Vision, and Life insurance plans. The Company pays 100% of premiums for its employees for Dental, Vision, Life, and select Medical plans.
Toll Roads Allowance of $100 per month.
Phone Allowance of $50 per month.
Professional Development reimbursement.
Company-sponsored breakfasts and lunches.
We offer great culture, supportive leadership, engaging activities, employee appreciation, and other perks that make every day at work more rewarding!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

quality assurancequality controlaudit procedurescompliance standardsclaims managementroot cause analysisdata analysisKPI trackingprocess improvementoperational standardization

Soft Skills

analytical skillsorganizational skillsproblem-solving skillscommunication skillscross-functional collaborationattention to detailability to manage multiple prioritiesleadershipcustomer service orientationadaptability