CX QA

As the BPO Quality Of Service Manager , you will be the architect of our quality assurance framework and play a critical role in how we scale our customer support operations. You'll work closely with BPO partners, internal stakeholders, and product teams to ensure our support interactions are consistent, brand-aligned, successful and deeply customer centric.

Responsibilities:

• Design & implement QA programs across internal and BPO support teams
• Build scorecards and quality monitoring tools tailored to each support channel (chat, email, voice, social media etc..)
• Create and execute a scalable implementation plan for QA processes across a multi-site operation
• Leverage AI-powered tools to expand audit coverage, improve scoring accuracy, and optimize team productivity
• Collaborate with all company stakeholders i.e. training, operations, product teams, etc… to optimize content and workflows
• Conduct regular calibrations with BPO partners to ensure consistency and quality alignment
• Generate insights from QA reviews and share actionable feedback with leadership
• Monitor trends in support interactions and recommend process or product improvements

Requirements

• 3+ years of QA or content management experience in a BPO or outsourcing environment
• Proven experience in building QA frameworks, scorecards, and SOPs from the ground up
• Proficiency with AI tools and automation platforms to streamline QA processes and boost coverage (e.g., generative AI, auto-QA, GPT-based systems)
• Deep understanding of customer support KPIs and quality assurance methodologies
• Strong project management skills and experience driving initiatives to completion
• Excellent communication and presentation abilities
• Experience with QA platforms (e.g., MaestroQA, Playvox, Observe.AI) is a big plus
• Passion for customer experience, continuous improvement, and operational excellence
• Familiarity with CX platforms (e.g., Zendesk, Intercom, Gorgias)