Unlock Your Potential as a Quality Audit Manager About the Role The Quality Audit Manager is responsible for driving quality excellence and ensuring exceptional customer service interactions. This involves setting high standards, guiding teams, and providing tools for continuous improvement. Key Responsibilities - Develop and maintain quality vision and strategy aligned with organizational goals. - Lead QA supervisor and specialists, promoting professional growth and positive work culture. - Analyze qualitative and quantitative metrics to detect trends, agent performance gaps, and systemic issues affecting service delivery. - Design comprehensive QA processes, including scoring criteria and consistency checks. - Promote objectivity and alignment in evaluations. - Partner with Training teams to design learning initiatives based on skill gaps. - Prepare actionable reports highlighting QA findings and process improvement recommendations. - Provide strategic insights to senior leadership for decision-making support. Requirements - Bachelor's degree in Information Technology, Information Systems, Software Engineering, or related fields. - 3+ years of experience in Quality Assurance within customer service environments. - Strong leadership, coaching, and people management skills. - Analytical mindset with proficiency in quality metrics and performance analysis. - Excellent communication and cross-functional collaboration abilities. - Familiarity with QA platforms and industry best practices. Benefits - 100% Company-funded Health and Dental insurance for employees and immediate family members. - Phone finance, Headphone, home office equipment, and fitness perks. - $2,000 USD annual Co-working Travel perk. - $2,000 USD annual Professional Development perk. We value diversity and welcome candidates from all backgrounds. We are an equal employment opportunity employer. We live by these principles: Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening