CX QA & Content Manager

Posted 2025-08-23
Remote, USA Full Time Immediate Start
<b>Description</b><br><p><strong>About the Role:</strong></p><p>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.</p><br> <b>Responsibilities</b><br><p><strong>Responsibilities:</strong></p><ul><li>Design &amp; implement QA programs across internal and BPO support teams</li><li>Build scorecards and quality monitoring tools tailored to each support channel (chat, email, voice, social media etc..)</li><li>Create and execute a scalable implementation plan for QA processes across a multi-site operation</li><li>Leverage AI-powered tools to expand audit coverage, improve scoring accuracy, and optimize team productivity</li><li>Collaborate with all company stakeholders i.e. training, operations, product teams, etc… to optimize content and workflows</li><li>Conduct regular calibrations with BPO partners to ensure consistency and quality alignment</li><li>Generate insights from QA reviews and share actionable feedback with leadership</li><li>Monitor trends in support interactions and recommend process or product improvements</li></ul><br> <b>Requirements</b><br><p><strong>Requirements</strong></p><ul><li>3+ years of QA or content management experience in a BPO or outsourcing environment</li><li>Proven experience in building QA frameworks, scorecards, and SOPs from the ground up</li><li>Proficiency with AI tools and automation platforms to streamline QA processes and boost coverage (e.g., generative AI, auto-QA, GPT-based systems)</li><li>Deep understanding of customer support KPIs and quality assurance methodologies</li><li>Strong project management skills and experience driving initiatives to completion</li><li>Excellent communication and presentation abilities</li><li>Experience with QA platforms (e.g., MaestroQA, Playvox, Observe.AI) is a big plus</li><li>Passion for customer experience, continuous improvement, and operational excellence</li><li>Familiarity with CX platforms (e.g., Zendesk, Intercom, Gorgias)</li></ul><br> <b>Extras</b><br>None<br> <b>Benefits</b><br>None<br>
Back to Job Board