Role & seniority
- Quality Assurance Manager; leadership role with 3+ years of leadership experience, global scope.
Stack/tools
- QA auditing, staff coaching, training design (ILT and eLearning), calibration sessions, performance analytics, continuous improvement planning; applies to contact center environments with multi-location oversight.
Top 3 responsibilities
- Lead QA team, perform audits, calibrations, and coaching; drive quality compliance and performance improvements.
- Develop and implement professional development and training plans; foster inclusive learning and upskilling.
- Identify issues, escalate appropriately, implement corrective actions, and provide SME insights to Operations Managers.
Must-have skills
- 3+ years of leadership experience (preferably in customer service/contact center); strong verbal/written communication; excellent organization and time management; advanced analytical and problem-solving abilities; understanding of adult learning principles and training methodologies; ability to work globally and manage multiple locations.
Nice-to-haves
- Experience in fast-paced, multi-location environments; post-secondary education; independent thinker; strong presentation skills; understanding of continuous improvement and business acumen.
Location & work type
- Location and work type not specified; role implies global scope with potential remote/global collaboration opportunities.

Full Description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story - https: //youtu.be/GinyJ-abWJs

About The Job

We are seeking a Quality Assurance Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.

As Quality Assurance Manager, You Will…

Proactively solicit and provide feedback by being honest and transparent Plan, develop and implement comprehensive professional development and training plans Promote an inclusive learning environment and facilitate staff meetings Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development Provide coaching to global staff in quality assurance and training to support superior performance Responsible for the effective selection, development, supervision, evaluation and training of direct reports Perform routine audits and track call performance Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers Assist with or conduct training to keep the team updated on changes that may occur in information or procedures Assign and monitor workload and performance of Trainers and Quality Analysts Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate Work with client and Operations Manager to perform corrective action Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy

As Quality Assurance Manager, You Have…

3+ years of leadership experience, preferably in the customer service industry Post-secondary education preferred Demonstrated, progressive leadership and management skills, preferably in a contact center environment Experience leading teams in a global capacity Experience working in a fast paced environment across multiple locations globally Strong verbal and written communication skills Exceptional organizational and time management skills – must be able to multitask and prioritize Superior analytical skills, problem solving and decision making skills Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.) Understanding of continuous improvement plans Good understanding of business acumen Independent thinker Excellent presentation skills

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

Benefits of Working as a Quality Assurance Manager…

Industry-leading medical, vision, and dental benefit plans + paid time off benefits Amazing career growth opportunities