Manager, Quality Assurance, Customer Support

About the role

This position leads the definition and scaling of quality standards for a world‑class customer support organization in Canada. You will shape QA frameworks, processes, and measurement strategies that improve customer experiences at scale.

Key responsibilities

• Define, evolve, and operationalize a centralized QA strategy across email, chat, messaging, and voice channels.
• Build and maintain QA frameworks, scorecards, audit processes, and calibration practices.
• Analyze customer interactions, QA results, and performance metrics to identify improvement opportunities.
• Develop insights and recommendations for coaching, training, and operational enhancements.
• Evaluate both human and AI‑generated interactions to ensure alignment with quality standards.
• Partner with support operations, product, and enablement teams to implement quality improvements.
• Create reporting structures, dashboards, and presentations for leadership.
• Integrate AI‑powered tools into support workflows and evolve QA processes accordingly.
• Establish feedback loops that drive continuous improvement across the support organization.

Required profile

• Proven experience leading QA initiatives within a customer support or call‑center environment.
• Strategic vision combined with hands‑on execution ability.
• Passion for continuous improvement and data‑driven decision making.
• Strong collaboration skills to work with cross‑functional teams.

Required skills

What we offer

• Opportunity to build a QA program from the ground up in a fast‑moving environment.
• Exposure to AI‑enhanced support solutions.
• Leadership role with potential to expand the QA team.